Customer Service Delivery Support Coordinator, Operational Excellence, Shopee Xpress SG

Shopee; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A prominent e-commerce platform in Singapore is seeking an experienced Customer Service Delivery Support Coordinator. This role involves ensuring timely dispatch to drivers, managing customer queries, and coordinating with various stakeholders. Candidates must have at least 3 years of customer service experience, demonstrate strong MS Office skills, and possess excellent conflict resolution abilities. Join a dynamic team that prioritizes operational excellence in delivery services.

Qualifications

• Minimum 3 years of customer service support experience.
• Strong MS Office skills required.
• Skilled in conflict resolution with good interpersonal skills.

Responsibilities

• Ensure and monitor daily jobs dispatch to the drivers.
• Manage daily pickup allocations to drivers.
• Coordinate with customers and suppliers for excellent service.

Skills

Customer service support

Conflict resolution

Communication skills

Tools

MS Office

Job description

Customer Service Delivery Support Coordinator, Operational Excellence, Shopee Xpress SG DepartmentOperationsLevelExperienced (Individual Contributor)LocationSingapore

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