Customer Operations Specialist - End-to-End CS & Escalations

Shopee; Kota Yogyakarta; On-site; IDR 72,000,000 - 96,000,000; Full time

Job summary

Shopee Indonesia is seeking a Customer Operations specialist to handle end-to-end CS processes for buyers and sellers. You will resolve inquiries, manage escalations, and ensure high-quality service while providing feedback to improve the platform.

You will analyze customer experience data to drive improvements and participate in outbound calls for recovery of hard complaints, with shift work as required.

Qualifications

• Diploma or Bachelor's degree in any field.
• At least 1 year of work experience in Customer Operations/Customer Service.
• Able to multitask, prioritize, manage time efficiently, detail oriented, and good analytical.
• Possess interpersonal & communication skills and being fluent in English will be a plus.

Responsibilities

• Handle CS end-to-end process, including complaints and inquiries from sellers and buyers.
• Manage and resolve customer-related issues and escalations
• Be the voice of customers to provide feedback to the company
• Analyze customer experience reports and insights, and come up with improvement suggestions and initiatives
• Maintains and improves quality results by adhering to guidelines in order to meet the quality standard as stated in guidelines
• Outbound Call (Recovery Hard Complaint, Case Handling)

Skills

Interpersonal skills

Communication

Analytical

Education

Diploma or Bachelor's degree

Job description

Shopee Indonesia is seeking a Customer Operations specialist to handle end-to-end CS processes for buyers and sellers. You will resolve inquiries, manage escalations, and ensure high-quality service while providing feedback to improve the platform.

You will analyze customer experience data to drive improvements and participate in outbound calls for recovery of hard complaints, with shift work as required.