Customer Service Delivery Support Coordinator, Operational Excellence

Shopee; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading e-commerce platform in Singapore is seeking a Customer Service Delivery Support Coordinator. The role involves monitoring daily job dispatch to drivers, processing orders, and resolving issues related to deliveries. The ideal candidate will have a minimum of 3 years of customer service experience, strong MS Office skills, and the ability to handle customer inquiries effectively. This position offers an opportunity to enhance operational efficiency and deliver excellent customer service.

Qualifications

• Minimum 3 years of customer service support experience.
• Experienced with MS Office skills.
• Patient and skillful in conflict resolution.

Responsibilities

• 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 logistics partners.
• Respond & follow up with customer inquiries for any missing/late deliveries.

Skills

Conflict resolution

Interpersonal skills

Communication skills

Detail oriented

MS Office skills

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