BPO Vendor Management - Dispute, Shopeee

0-2 years
3 months ago
Job Description

Job Description:

  • Handle complaints related to the refund process
  • Manage BPO team on work quality, including KPI metrics
  • Managed BPO team on work model, including headcount allocation, recruitment, and training
  • Verify monthly accounts receivable reconciliation
  • Investigate any misconduct cases (if any)
  • Provide daily support to BPO agent teams for tasks exceeding their authority
  • Guide BPO management teams on team operations, business handling, and operations coordination...
  • Other assigned tasks are based on hierarchy.
  • Conduct an examination of the customer's records and collaborate with relevant departments to determine the appropriate course of action.
  • Maintain a balance between company policy and customer benefit
  • Guide BPO (L1) to improve judging skills on blur evidence and complicated RR cases

Requirements:

  • Really love customer service job and company commitment, good teamwork
  • Strong English skills are an advantage
  • Good logical mindset, task-oriented, good technical knowledge of products
  • Analytical with effective negotiation and problem-solving skills
  • Personality: trust-worthy, careful, proactive, and available to work on weekends

About
Job Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

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