Job Description:
You will help deliver best-in-class customer experience across Shopee's regional markets by driving AI-powered automation, operational efficiency, and data-led decision-making in close partnership with local Customer Service (CS) teams and upstream operational partners.
AI & Automation:
- Drive chatbot and AI automation initiatives to improve customer experience and operational efficiency
- Identify automation opportunities through contact data analysis and translate insights into product, process, or workflow improvements
Operational Excellence
- Support local Customer Service (CS) teams on agent performance management, workforce planning, and capability building
- Develop and track customer experience metrics, and generate actionable insights to support continuous improvement initiatives
Upstream Demand Management
- Identify and diagnose root causes of customer contacts across logistics, returns, and payments
- Work closely with upstream operational partners, including logistics providers, fulfilment, and payment teams, to address recurring issues and improve the customer experience
- Engage directly with stakeholders to drive issue resolution and continuous improvement initiatives
Requirements:
- Bachelor's Degree in any field A master's degree is advantageous but not required
- Minimum 1 years of full-time strategy working experience in a top-tier strategy consulting firm
- Familiarity with AI, chatbots, automation, or software development would be advantageous
- Strong analytical skills, with the ability to use data to identify issues, generate insights, and size opportunities
- Experience working cross-functionally with internal and external stakeholders in a dynamic and collaborative environment
- Excellent communication and stakeholder management skills, with the ability to influence across functions and markets
