L2 General (CS) - Operations, SG Marketplace

Shopee


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

  • Identify user’s account issue and direct dealing with user via email cases and complaints or feedback where transferred from L1 frontline.
  • Validate user’s issue and liaise with the Campaign PIC or RM for seller related; and Product management team for app/website experiences related.
  • Required to attend to the daily assigned cases and follow up on the escalated cases by end of the shift.
  • Willing to learn new things and adapt to the new environment quickly.
  • Willing to absorb new initiatives and proactively update the bottom line.
  • Maintain a balance between company policy and customer value in decision making.
  • Manage backlog, ensure KPIs such as: Productivity, SLA and CSAT

Requirements

  • At Least 1-2 years of experience in relevant field/customer service.
  • Display logical problem solving skills with good structured thinking;
  • Good workload prioritization and high attention to detail.
  • Comfortable to work independently as well as in a team; positive attitude and eager to learn.
  • Strong ability to manage expectations, drive for performance and collaborate with internal stakeholders.
  • Strive to achieve and exceed the set KPIs and SLAs for the respective queues.
  • Takes ownership to resolve user’s issues from end to end; flexibility to adapt to changing priorities, users needs, and work schedules
  • Ability to multitask and perform with quality work in a dynamic environment.
  • Proficiency in Microsoft Excel is an advantage.
  • Strong communication skills, both verbal and written.

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