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

Shopee


Date: 3 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

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

ShopeeFood, Business Development (SMB) - Acquisition

Shopee, Remote
4 days ago
About The TeamJoin the team growing the ShopeeFood ecosystem by bringing more local F&B merchants onto the platform. This role focuses on merchant acquisition, where you will actively identify, approach, and onboard new merchants within your assigned area while earning performance-based incentives.Why Join Us?Permanent full-time role with base salary and performance-based commission incentivesFlexible working arrangement - manage your schedule while...

Global future leadership opening in Malaysia – Lenovo

UTAR Lee Kong Chian Faculty of Engineering & Science, Remote
4 days ago
A Global Future Leadership opening in Malaysia by LenovoAn exciting career opportunity for your graduating students. Lenovo Malaysia is inviting applications for our Global Future Leaders Program – a prestigious 5-year rotational experience designed to accelerate leadership development through global immersion, mentorship, and impactful projects.Program Highlights: Work closely with senior leaders Gain international exposure Build strategic and leadership skills One...

Public Relations Executive (Cluster Role)

Four Seasons, Remote
6 days ago
About Four Seasons:Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with...