L2 General (CS) - Operations, SG Marketplace

Shopee Mobile Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

Shopee Mobile Malaysia Sdn Bhd is seeking a driven L2 General (CS) – Operations specialist for the SG Marketplace. You will handle escalated customer service cases, coordinate with product, campaigns, and RM teams to resolve issues across the buyer experience and seller interactions.

You will manage daily caseloads, aim to improve KPIs such as productivity, SLA and CSAT, and balance policy with customer value.

Qualifications

• At Least 1-2 years of experience in relevant field/customer service.
• Display logical problem solving skills with good structured thinking;
• Good workload prioritization and high attention to detail.
• Comfortable to work independently as well as in a team; positive attitude and eager to learn.
• Strong ability to manage expectations, drive for performance and collaborate with internal stakeholders.
• Strive to achieve and exceed the set KPIs and SLAs for the respective queues.
• Takes ownership to resolve user’s issues from end to end; flexibility to adapt to changing priorities, users needs, and work schedules
• Ability to multitask and perform with quality work in a dynamic environment.
• Proficiency in Microsoft Excel is an advantage.
• Strong communication skills, both verbal and written.

Responsibilities

• Identify user’s account issue and direct dealing with user via email cases and complaints or feedback where transferred from L1 frontline.
• Validate user’s issue and liaise with the Campaign PIC or RM for seller related; and Product management team for app/website experiences related.
• Required to attend to the daily assigned cases and follow up on the escalated cases by end of the shift.
• Willing to learn new things and adapt to the new environment quickly.
• Willing to absorb new initiatives and proactively update the bottom line.
• Maintain a balance between company policy and customer value in decision making.
• Manage backlog, ensure KPIs such as: Productivity, SLA and CSAT

Skills

Problem solving

Structured thinking

Prioritization

Attention to detail

Independent & team work

Positive attitude

Eager to learn

Stakeholder collaboration

KPIs & SLAs

Ownership

Multitasking

Excel skills

Communication skills

Customer service experience

Job description

L2 General (CS) - Operations, SG Marketplace

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:

• Identify user’s account issue and direct dealing with user via email cases and complaints or feedback where transferred from L1 frontline.
• Validate user’s issue and liaise with the Campaign PIC or RM for seller related; and Product management team for app/website experiences related.
• Required to attend to the daily assigned cases and follow up on the escalated cases by end of the shift.
• Willing to learn new things and adapt to the new environment quickly.
• Willing to absorb new initiatives and proactively update the bottom line.
• Maintain a balance between company policy and customer value in decision making.
• Manage backlog, ensure KPIs such as: Productivity, SLA and CSAT

Requirements:

• At Least 1-2 years of experience in relevant field/customer service.
• Display logical problem solving skills with good structured thinking;
• Good workload prioritization and high attention to detail.
• Comfortable to work independently as well as in a team; positive attitude and eager to learn.
• Strong ability to manage expectations, drive for performance and collaborate with internal stakeholders.
• Strive to achieve and exceed the set KPIs and SLAs for the respective queues.
• Takes ownership to resolve user’s issues from end to end; flexibility to adapt to changing priorities, users needs, and work schedules
• Ability to multitask and perform with quality work in a dynamic environment.
• Proficiency in Microsoft Excel is an advantage.
• Strong communication skills, both verbal and written.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.