Buyer Chat Support - Customer Service (Level 3), SCommerce

Shopee; Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

Shopee Philippines is seeking a versatile Customer Service and Process Improvement Specialist to help optimize operations and drive performance enhancements. You will troubleshoot bugs, support UAT, participate in product meetings, and translate pain points into actionable improvements while collaborating with multiple stakeholders.

Responsibilities include maintaining Looker Studio dashboards, creating SOPs, managing sub-accounts and group shipments, and driving automation with AI tools and

Qualifications

• Minimum 2 years of experience in customer service, preferably within the E-commerce or BPO industry.
• Strong background in process improvement, translating operational pain points into actionable solutions.
• Technical proficiency in bug troubleshooting using Jira to manage system escalations.
• AI Champion: proficient in leveraging Gemini and Claude to automate tasks, generate insights, and enhance productivity.
• Advanced Google Workspace proficiency: dashboard creation in Looker Studio, forms design, and data handling in Sheets.

Responsibilities

• Troubleshoot bugs and manage escalations.
• Participate in UAT related to feature enhancements.
• Attend product meetings to discuss feature enhancements.
• Identify gaps in IHS and Webchat systems for improvements.
• Collaborate with stakeholders to trigger system improvements and launch FRFs.
• Maintain dashboards and create/translate reports in Looker Studio.
• Develop SOPs and process flowcharts.
• Create user sub-accounts in agent and merchant platforms.
• Whitelist shops in Enhanced PFF and organize group shipments.
• Migrate ratings and reviews.
• Bind shops in Seller Operation Platform.
• Create SRM accounts.

Skills

Customer service experience

Process improvement

Strong communication skills

AI champion

Tools

Jira

Looker Studio

Google Forms

Google Sheets

Google Slides

Trello

SMART

Job description

Job Description

• Conduct troubleshooting for bug escalations.
• Participate in User Acceptance Testing (UAT) related to feature enhancements.
• Actively participate in Product meetings regarding feature enhancements.
• Identify gaps in IHS and Webchat systems for continuous improvement.
• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.
• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.
• Maintain dashboards and create or translate reports via Looker Studio.
• Develop Standard Operating Procedures (SOPs) and process flowcharts.
• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.
• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
• Perform ratings and reviews migration.
• Bind shops in the Seller Operation Platform.
• Create SRM accounts.

Requirements

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.
• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.
• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.
• AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.
• Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:
• Data Visualization: Creating and managing dashboards in Looker Studio.
• Information Gathering: Designing and deploying Google Forms.
• Data Analysis: Managing complex datasets and formulas in Google Sheets.
• Presentation: Crafting professional decks in Google Slides.
• Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.