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.
- Mapping BP articles according to RC
- Validate Article Mapping with the support team (trainers and QA) until publishing & Announce Article, Documentation & Periodically Backup Data
- Create flow process & manage align all aspect the flow process (BP :L1, L2 & Premium, ICS, SRT)
- Responsible to provide information about SPX Express product or services with the best customer service practices and instructional material on how Agents solve customer's queries or problems
- Author or create resources in collaboration with internal teams and external contributors
- Ensure that any changes and updates, regarding Improvement of a feature or SOP
- Helping others if needed to bridge an issue that has not found a solution, will help arrange a meeting
- Provide the materials needed by stakeholders to improve internal processes
- Maintain KB Homepage to have interactive look, understandable & easy to use
- Manage feedback form by ops & support team and feedback by top-down
