Seller Success Specialist

Shopee; Kuala Lumpur; On-site; MYR 44,640 - 66,960; Full time

Job summary

A leading e-commerce platform is seeking a Seller Success Specialist in Kuala Lumpur, Malaysia. In this role, you will act as the primary liaison between sellers and internal operations, addressing logistical and post-sales issues. The ideal candidate should excel in communication, particularly in English and Chinese, and demonstrate the ability to multitask and work under pressure. This role is vital to maintaining seller trust and operational integrity while ensuring disputes are resolved swiftly.

Qualifications

• Effective communication skills in both English and Chinese are essential.
• Must be able to handle multiple chats at once and remain focused on customer service.
• Ability to work under pressure while maintaining high customer satisfaction.

Responsibilities

• Serve as the primary escalation point for sellers regarding post-sales issues.
• Investigate fulfillment failures and provide actionable solutions to sellers.
• Manage high-priority seller disputes efficiently.

Skills

Good written and communication skills in English

Good written and communication skills in Chinese

Ability to multitask

Customer focus

Ability to work under pressure

Job description

Overview

As a Seller Success Specialist, you are the critical bridge between our Sellers and Shopee’s internal operations. You act as the dedicated point of contact for sellers using the Fulfilled by Shopee (FBS) model, ensuring that 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.

Job Description

• 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