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Shopee

Chatbot (Seller Chatbot), Customer Service - SG Marketplace

Shopee
Malaysia, Kuala Lumpur
1-3 Years
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  • Posted 7 days ago
  • Be among the first 10 applicants
Early Applicant

Job Description

Job Description:

  • Develop a strong understanding of Shopee Seller Chatbot functionalities and take ownership of Sellerbot improvements, including developing SOPs and solutions to enhance self-service capability and response quality for sellers.
  • Analyze chatbot performance and identify top contact drivers, proposing and implementing solutions to reduce contact to live agents and improve overall user experience.
  • Drive initiatives to improve CSAT, deflection rate, and seller experience through chatbot flow optimization, process improvements, and structured problem solving.
  • Identify opportunities for AI automation and workflow improvements to reduce manual workload, improve operational efficiency, and scale support processes.
  • Benchmark competitors, other Shopee markets, and emerging technologies to recommend enhancements, tools, or models that improve efficiency and user experience.
  • Develop and manage end-to-end improvement initiatives and tools, working closely with cross-functional teams (Operations, Product, BI, Regional teams).
  • Serve as a communication bridge between regional and local teams to support upcoming chatbot features, modifications, and regional projects.
  • Perform data analysis and deep dives to understand performance gaps, challenge assumptions, and propose data-driven recommendations to address unmet KPIs.
  • Conduct User Acceptance Testing (UAT) for upcoming product features to ensure smooth deployment and minimal operational impact.
  • Maintain close collaboration with BPO partners and operational teams to gather feedback and continuously improve chatbot flows and supporting processes.
  • Monitor ongoing initiatives through structured tracking and analysis to ensure measurable impact and timely delivery.

Requirements:

  • Diploma or Bachelor's Degree in any field.
  • At least 1-2 years of experience in:
    • Chatbot operations
    • Product testing
    • Data analysis
    • Process improvement
    • AI automation or other data-driven environments
  • Previous experience in E-commerce or Customer Service environments is preferred.
  • Advanced Excel / Google Sheets / GTools preferred.
  • Advanced English proficiency.
  • Strong analytical thinking, problem-solving, and communication skills.
  • Structured, organized, and able to manage multiple projects in a fast-paced environment.
  • Demonstrated ability to work independently and meet tight deadlines.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
E-Commerce
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 143069159

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Last Updated: 27-02-2026 06:33:53 AM
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