Customer Experience (Escalation) Specialist - SPX

Shopee


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Job Description

  • Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
  • Handling complaints and issues highlighted by user.
  • Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
  • Communicate effectively by providing accurate information to Shopee users and external partners.
  • Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
  • Provide information to stakeholders about daily tracker performance or whenever required.
  • Work cross-functionally across multiple teams to push for process and system improvements.
  • Perform ad-hoc tasks as requested by the department head/reporting line.
  • Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
  • Respond to customer queries in a timely and accurate way, via an in-house ticketing system.

Requirements

  • Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
  • Fresh graduates and experienced candidates with a minimum of 1 year of working experience in a call center environment (Preferably in the e-commerce sector or logistics industry).
  • Moderate or Strong knowledge of Microsoft Office programs – proficiency in Microsoft Excel, and Microsoft Word.
  • Excellent written and verbal communication skills in English, and proficiency in other additional languages such as Malay, Cantonese, or Mandarin will be an advantage.
  • Able to work under pressure.
  • Ability to work with cross-functional teams to coordinate for desired output.
  • Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
  • Passionate towards customer satisfaction.
  • Able to work on a shift or rotation basis.

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