Customer Experience, Fulfillment Improvement

Customer Experience, Fulfillment Improvement

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Job Description

Job Description:

Customer Experience (CX) Improvement, Fulfillment Experience is responsible for investigating issues, monitoring Buyer recovery and driving initiatives to improve customer experience during the Fulfillment stage.
  • Act as the contact point for receiving issues that impact user experience, investigate the root causes and propose recovery if needed.
  • Drive initiatives to resolve user pain points, and improve user experience in meeting users expectations.
  • Execute Buyer Fulfillment Recovery scheme and evaluate the scheme efficiency across different metrics
  • Propose ad-hoc recovery when needed for exceptional cases, in alignment with the Fulfillment Recovery scheme.
  • Participate in business changes that impact on Buyer Fulfillment Experience to ensure the changes are implemented in a good manner.
  • Collaborate to incorporate inputs from User Insights & User Communication Design in such a way that user experience is smoothly delivered from communication to actual services.

  • Everyday passionate in improving customer satisfaction and experience
  • Logical and structured thinking with detailed orientation.
  • Good at problem solving and enjoy root cause analysis, especially in connecting the dots
  • Willing to search for new standards and/or global best practices to optimise solutions.
  • Experience/ knowledge in process design and/or project management is a plus.
  • Enjoyed fast-paced environment
  • Good at writing and presentation in both Vietnamese and English.

Job Details

About Shopee

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

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