Customer Service (Seller Chat), Scommerce (Bukit Raja, Klang)

Shopee


Date: 7 hours ago
City: Remote
Contract type: Full time
Remote
Job Description

  • Collaborated with cross-functional teams, including Customer Service, Warehouse, and Logistics, to resolve customer issues efficiently.
  • Led and managed the support team to ensure alignment and smooth day-to-day operations.
  • Responded promptly to brand and agent inquiries via online and offline channels
  • Monitored chat quality and conducted regular coaching sessions and team huddles to maintain high service standards.
  • Conducted interviews, managed onboarding, and delivered training programs for new joiners.
  • Monitored low CSAT (Customer Satisfaction) scores and provided targeted coaching to agents during Days of Duty (DoD).
  • Tracked, analyzed, and implemented strategies to improve CSAT and conversion rates.
  • Performed weekly QA audits (WoW) to evaluate and enhance agent performance.
  • Created and dispatched promotional vouchers as part of customer engagement efforts.
  • Developed and updated chat scripts to ensure consistency and accuracy in customer communications.
  • Handled the reinstatement of brand membership points for eligible customers.
  • Provided real-time support, guidance, and coaching to agents during their shifts (DoD).

Requirements

  • Bachelor’s degree in a relevant field (e.g., Business, Operations Management, Supply Chain, or related disciplines).
  • Proven experience in managing frontline teams, including performance tracking and team development.
  • Strong communication skills with the ability to influence and drive cross-functional collaboration.
  • Demonstrated experience in leading process improvement or customer experience projects.
  • Must have prior experience in a fast-paced, dynamic industry environment.
  • Working Location: Bukit Raja, Klang

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