Senior CS Manager, Cross Border eCommerce

Shopee; Philippines; On-site; PHP 558,000 - 1,116,000; Full time

Job summary

Shopee Philippines is seeking a senior customer service professional to support JP cross-border sellers, delivering high-quality service and resolving inquiries within Shopee's in-house system.

You will engage with internal stakeholders across Business Development, Seller Management, Logistics to address policy, legal complexities, and improve processes through data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor's degree with potential for 7+ years in ecommerce or customer service on the platform.
• Experience handling JP cross-border seller inquiries and related operations.

Responsibilities

• Deliver high-quality customer service to JP cross-border sellers through Shopee in-house support system.
• Handle challenging seller interactions, including potential legal complexities and policy violations.
• Proactively communicate with internal stakeholders to address payment, listings, back-end systems, and Q&A on behalf of JP cross-border sellers.
• Analyze inquiry trends and root causes to improve resolution processes and measure impact on customer satisfaction.
• Collaborate with internal teams to identify issues and opportunities for process improvement and business growth.

Education

Bachelor's degree

Job description

Job Description:

• Deliver high-quality customer service to JP cross-border sellers through Shopee in-house support system, continuously improving inquiry resolution processes.
• Responsibility includes handling challenging seller interactions, particularly those that may involve legal complexities and policy violations.
• Proactively communicating with relevant internal stakeholders to escape operational/logistic issues, mainly concerning payment, product listings, back-end systems, and extra Q&A on behalf of JP cross-border sellers.
• Continuously optimizing our systems and internal processes by using data and seller feedback to identify inquiry trends and root causes, improve resolution processes by inquiry type, and measure the impact of improvements on customer satisfaction and business performance.
• Cooperate 360 degrees with internal stakeholders such as the Business Development team, Seller Management, Logistics, and other teams to identify issues and discover new opportunities for process improvement and business growth.

Requirements:

• Bachelor's degree with at least 7 years of experience in the ecommerce industry or CS service area on the platform
• Working knowledge of legal frameworks related to e-commerce and customer service operations is desirable
• Logical thinking and presentation skills based on objective data information
• Strong oral and written communication skills
• Ability to manage multiple stakeholders and facilitate multi-lateral communications
• Work well with cross-functional teams with proactive communication
• Positive, team player, and energetic attitude