Customer Experience Associate

2 weeks ago

Manila, National Capital Region, Philippines Shopee Full time ₱1,200,000 - ₱2,400,000 per year

Department Operations

LevelExperienced (Individual Contributor)

LocationPhilippines - Manila

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

  • Serve as the main point of contact for escalated seller concerns, ensuring timely, accurate, and policy-compliant resolutions.
  • Investigate escalation cases, analyze trends, and identify root causes to address recurring or systemic issues.
  • Partner with cross-functional teams to recommend and implement process improvements and refine SOPs.
  • Maintain a professional, empathetic, and solution-oriented approach when handling sensitive or complex situations.
  • Ensure proper documentation, adherence to escalation protocols, and timely handoff of unresolved or critical cases.
  • Participate in calibrations, share best practices, and collaborate with teams to enhance quality and operational efficiency.

Requirements:

  • Proficient in Mandarin (verbal and written) to liaise with local mandarin-speaking sellers and other stakeholders
  • Experience in Business Development, Sales, or Management is preferred
  • Candidates with 0 to 8 years of experience welcomed to apply
  • Logical thinker with strong problem solving skills
  • Able to thrive in a dynamic and collaborative work environment to drive key business objectives
  • Able to deliver quality work while meeting deadlines
  • Excellent communication skills
  • Proficient in Microsoft Excel
  • Must be flexible to conduct seller visits in different locations
  • Experience in the e-commerce industry is a plus

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