CS L2 Agent - Operations, ShopeeFood (Yogyakarta)

The 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.

Job Description:

• Handle CS end-to-end process, including complaints and inquiries from sellers and buyers.
• Manage and resolve customer-related issues and escalations
• Be the voice of customers to provide feedback to the company
• Analyze customer experience reports and insights, and come up with improvement suggestions and initiatives
• Maintains and improves quality results by adhering to guidelines in order to meet the quality standard as stated in guidelines
• Outbound Call (Recovery Hard Complaint, Case Handling)

Requirements:

• Minimum Diploma or Bachelor's education in any field
• At least 1 year of work experience in Customer Operations/Customer Service.
• Able to multitask, prioritize, manage time efficiently, detail oriented, and good analytical.
• Possess interpersonal & communication skills and being fluent in English will be a plus.
• Have a positive attitude, discipline and responsibility.
• Willing to work shifting.