Community Customer Service - Operations, MY Marketplace (Open to Fresh Graduates)

Shopee


Date: 6 hours ago
City: Remote
Contract type: Full time
Remote
Job Description

  • Engage with community members promptly and professionally, both online and offline, through various channels such as email, and social media platforms.
  • Provide timely and accurate responses to users inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies.
  • Demonstrate in-depth knowledge and understanding of the organization's products knowledge, services, and community guidelines to effectively assist customers and ensure compliance.
  • Troubleshoot and resolve customer issues, escalating complex cases to senior support agents (CCS SEAL) or other teams as necessary, while maintaining ownership of the case until resolution.
  • Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns.
  • Collaborate with cross-functional teams such as Seller Ops, Marketing, and provide feedback, suggest improvements, and advocate for users needs and preferences.
  • Encourage positive relationships with community members by being approachable, empathetic, and attentive to their needs. Building trust and rapport is crucial to creating a supportive and engaged community
  • Contribute to the development and maintenance of the organization's knowledge base, community resources, and self-help materials to facilitate Users self-service.
  • Stay up to date with industry trends, product updates, and users feedback to continuously improve customer support processes and contribute to the growth of the organization.

Requirements

  • Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
  • Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries.
  • Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service.
  • Ability to work in a fast-paced environment and effectively manage multiple customer interactions simultaneously.
  • Familiarity with Excel, and basic understanding of CRM tools.
  • Basic technical knowledge to troubleshoot common issues related to applications, or online platforms.
  • Ability to work independently and collaboratively within a team to achieve common goals.
  • Flexibility to adapt to changing priorities, users needs, and work schedules, including occasional weekends or evenings.
  • Passion for building and nurturing online communities, promoting positive interactions, and driving customer satisfaction.

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