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Shopee

Customer Service Supervisor - Operations, SG Marketplace

Shopee
Malaysia, Kuala Lumpur
6-8 Years
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Job Description

Job Description

  • Lead customer service sub functions (includes SWAT - high-risk escalation, Community CS, Specialized queue such as Logistics, Marketing, Legal )
  • Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience.
  • Support operations to optimize performance as it relates to efficiency and quality metrics
  • Monitor team KPIs including CSAT, resolution time, productivity and customer sentiment; identify gaps and drive performance improvements.
  • Serve as the highest escalation point for complex or sensitive customer cases. This includes conducting direct user callbacks on behalf of senior management, particularly in high-risk or reputationally sensitive matters.
  • Coach, mentor, and develop a high-performing team with strong problem-solving and communication skills.
  • Drive initiatives to minimize recurrence of escalated issues through process redesign or system enhancement proposals.

Requirements

  • Minimum 6 years of experience in customer service operations, with at least 3 years in a leadership role, preferably with experience in managing big teams
  • Strong background in handling high-risk customer escalations with direct customer communication experience, including phone callbacks.
  • Prior experience in eCommerce or digital platform industries preferred.
  • Ability to confidently represent the company in sensitive conversations, including acting as a proxy for senior management.
  • Solid understanding of customer experience best practices or contact centre operations
  • Excellent verbal and written communication skills; able to communicate complex issues with clarity and empathy.
  • Proven track record in coaching and developing team members, with a focus on analytical thinking and quality assurance, and ability to manage relationships within BPOs/across multiple stakeholders
  • Strong analytical, problem-solving, and trend analysis skills
  • High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude
  • Comfortable in a fast-paced, high-growth environment.
  • Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)
  • Bachelor's degree in Business Administration, Communications, Operations Management, or related field.
  • Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)
  • Experience with legal or regulatory customer complaint handling is a strong advantage.
  • Multilingual capabilities is a plus (English, Mandarin).

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Service Operations
Employment Type:
Full time

About Company

Shopee

Job ID: 141384569

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Last Updated: 24-05-2026 09:45:06 PM
Homejobs in MalaysiaCustomer Service Supervisor - Operations, SG Marketplace

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Skills:

Excel, Trend Analysis, High-risk customer escalations, Google Applications, Customer Service Operations, Coaching and developing team members, Analytical problem-solving