Associate Process Excellence (Return Refund) - Operations, Shopee

1-3 Years

Job Description

Job Description

Align & build SOP for Customer Service/ Return Refund from end to end, ensure SOPs are up-to-date, timely and accurate, and can meet the ever-changing market requirements.
Design, adjust and facilitate the implementation of SOP through communication flows & system.
Supporting in response to all questions about the process or business information.
Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets and come up with the solutions or initiatives to improve satisfaction based on the causes found.
Coordinate with Training team in developing materials.
Make reports as required.

Requirements

At least 1 year of working experience in Quality Assurance or more than 2 years as a customer service in the field of e-commerce, e-wallets, shipping/banking/financial services.
Excellent oral, written and interpersonal communication skills.
Ability in using gsheet, excel, powerpoint, lucidchart, other working systems to analysis.
Time management & tasks management skills
Able to communicate in English is a plus.
Able to handle multiple tasks and quickly adapt in the fast-paced environment.
Ability to work independently and effectively in a team.