Customer Service Delivery Support Coordinator, Operational Excellence, Shopee...

SHOPEE SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

A leading e-commerce platform in Singapore is seeking an Operations Coordinator. This role requires managing daily logistics operations, monitoring dispatch and customer service, with a strong emphasis on communication and conflict resolution. Ideal candidates should have at least 3 years of experience in customer support and proficient MS Office skills.

Qualifications

• Minimum 3 years of customer service support experience.
• Detail-oriented with high responsibility.
• Preferably experience in delivery-related enquiries.

Responsibilities

• Ensure and monitor daily jobs dispatch to the drivers.
• Coordinate with stakeholders and logistics partners for excellent customer service.
• Create reporting and insights for Operational Excellence Team.

Skills

Customer Service

Conflict Resolution

Interpersonal Skills

Communication Skills

Tools

MS Office

Job description

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

• Ensure and monitor daily jobs dispatch to the drivers
• Manage daily pickup allocations to drivers
• Processing orders, requests & resolving problem shipments
• Liaising with internal stakeholders on seller/buyer issues
• Coordinate with customers, suppliers, and our logistics partners to ensure excellent customer service
• Respond & follow up with customer enquiries for any missing/late deliveries
• Able to answer enquiries and tickets within the timeline
• Checking the proof of delivery according to the SOP
• Create Reporting and insights for Operational Excellence Team
• Assist the Operational Return Team with ad hoc duties

Requirements:

• Minimum 3 years of customer service support
• Experienced with MS Office skills
• Patient and skillful in conflict resolution
• Possesses high responsibility, disciplined and detail oriented
• Good interpersonal and communication skills
• Preferably a background in supporting delivery related enquiries