CS Operations Analyst: Elevate Customer Experience & Efficiency

SPX Express; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

SPX Express is seeking an CS Operations Analyst to support day-to-day performance and continuous improvement of ShopeeFood Customer Service across Buyer, Merchant, and Rider operations. You will monitor CS metrics, analyze trends, manage escalations, and develop reports to drive better service and customer experience.

You will collaborate with internal teams and BPO partners to ensure CS readiness for new initiatives, campaigns, product features, and process changes, while maintaining focus on

Qualifications

• Bachelor's degree in a related field.
• Fresh graduates are welcome; 1–2 years in relevant roles preferred.
• Strong analytical and problem-solving skills; ability to translate data into actionable recommendations.
• Proficient in Excel and/or Google Sheets; comfortable with data analysis and reporting.
• Strong communication and stakeholder management skills; able to coordinate across teams.
• Highly organized and able to manage multiple issues and priorities.

Responsibilities

• Monitor CS performance across Buyer, Merchant, and Rider support, including metrics like contact volume, SLA, backlog, response time, and resolution time.
• Analyze operational trends and conduct root cause analysis to identify recurring issues and opportunities.
• Develop and maintain reports, dashboards, and trackers for visibility into CS performance.
• Manage issues and escalations with internal teams and partners to ensure timely resolution and SLA adherence.
• Develop and improve CS processes, including SOPs, escalation flows, and agent workflows.
• Support readiness for new initiatives, campaigns, product features, UAT, and cross-functional changes.

Skills

Analytical thinking

Problem-solving

Excel

Google Sheets

Stakeholder management

Communication

Organization

Data interpretation

Attention to detail

Independent working

Education

Bachelor's degree in Business/Industrial Engineering/Operations Management/Statistics/Economics/Management Engineering (or related field)

Tools

Excel

Google Sheets

Job description

SPX Express is seeking an CS Operations Analyst to support day-to-day performance and continuous improvement of ShopeeFood Customer Service across Buyer, Merchant, and Rider operations. You will monitor CS metrics, analyze trends, manage escalations, and develop reports to drive better service and customer experience.

You will collaborate with internal teams and BPO partners to ensure CS readiness for new initiatives, campaigns, product features, and process changes, while maintaining focus on