Customer Ops L2 - Experience & Escalations Specialist

Shopee; Daerah Istimewa Yogyakarta; Presencial; IDR 60.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Shopee Indonesia in Yogyakarta is seeking a Customer Operations professional to handle end-to-end support for buyers and sellers. You will address inquiries, resolve escalations, and voice customer feedback to help shape product and service improvements.

You will analyze experience reports to craft actionable initiatives, maintain quality standards, and participate in outbound recovery calls. This role requires a proactive mindset, good communication, and willingness to work shifts.

Formación

• Minimum Diploma or Bachelor's education in any field.
• At least 1 year of work experience in Customer Operations/Customer Service.

Responsabilidades

• 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)

Conocimientos

Multitasking

Prioritization

Time management

Attention to detail

Analytical skills

Interpersonal skills

English (nice to have)

Positive attitude

Educación

Diploma or Bachelor's degree

Descripción del empleo

Shopee Indonesia in Yogyakarta is seeking a Customer Operations professional to handle end-to-end support for buyers and sellers. You will address inquiries, resolve escalations, and voice customer feedback to help shape product and service improvements.

You will analyze experience reports to craft actionable initiatives, maintain quality standards, and participate in outbound recovery calls. This role requires a proactive mindset, good communication, and willingness to work shifts.