L2 General (CS) - Operations, SG Marketplace
L2 General (CS) - Operations, SG Marketplace
Shopee- Posted 2 days ago
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Job Description
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
- 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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Key Skills
About Company
Skills:
Sql, Microsoft Excel, automation, AI tools