Customer Experience (Escalation) Specialist - SPX
Shopee
Date: 8 hours 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.
- 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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