Seller Success Specialist

Shopee; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur is seeking a Seller Success Specialist to serve as a critical bridge between sellers and operations. You'll handle post-sales challenges like cancellations and shipment delays while ensuring seller satisfaction. The ideal candidate will possess strong bilingual communication skills in English and Chinese and be adept at multitasking under pressure. This is an opportunity to directly impact seller reputations and contribute to operational success.

Responsibilities

• Serve as the primary escalation point for FBS Sellers regarding post-sales issues.
• Investigate root causes for fulfillment failures and provide actionable solutions.
• Manage and resolve high-priority seller disputes for all FBS sellers.
• Maintain strict closure timelines for open seller tickets.
• Prepare 'Health Reports' on aging escalations for leadership.

Skills

Good written and communication skills in English

Good written and communication skills in Chinese

Multitasking ability

Team player

Customer focused

Ability to work under pressure

Job description

Role Overview

As a Seller Success Specialist, you are the critical bridge between our Sellers and Shopee’s internal operations. You will act as the dedicated point of contact for sellers using the Fulfilled by Shopee (FBS) model, ensuring that any logistical or post-sales hurdles—such as order cancellations, shipment delays, or inventory discrepancies—are resolved with urgency. Your goal is to safeguard the seller’s reputation and operational health.

Key Responsibilities

>Serve as the primary escalation point for FBS Sellers regarding post-sales issues (cancellations, late shipments, and damaged returns).
• Investigate root causes for fulfillment failures and provide sellers with clear, actionable solutions.
• Manage and resolve high-priority seller disputes for all FBS sellers.
• Maintain a strict closure timeline for all open seller tickets to ensure high platform trust.
• Prepare "Health Reports" on aging escalations to keep internal leadership informed of potential seller risks.

Requirements

• With good written and communication skills in both English and Chinese
• Can multitask to handle multiple chats simultaneously
• Team Player and Customer Focused
• Can work under pressure