AlamatThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Perform analysis on quality errors, present research to gain acceptance, plan and execute quality improvement actions based on the Quality Assurance Scorecard.
- Understand the key drivers of customer satisfaction, identify opportunities, and determine strategies to improve overall service.
- Conduct additional real-time sampling in order to review Customer Service Agents' service quality.
- Responsible to observe the Customer Service Agent in order to find the root cause of finding and give the support needed.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Provide regular coaching for Customer Service Agents, in order to maintain and improve the service quality.
