Customer Service Escalation Specialist - Operations, Shopee

Shopee

Ho Chi Minh, Vietnam

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Job Description

Job Description:

Manage escalated customer tickets from frontline teams, ensuring timely and professional resolution.
Proactively detect potential crisis or high-risk cases that may lead to negative user sentiment or public exposure
Balance customer satisfaction with company policy while maintaining KPIs (OLA, SLA, backlog, productivity)
Independently handle high-severity cases such as viral social media posts, legal letters, or VIP/management alerts.
Coordinate with relevant functions (Legal, PR, Ops, CS) to find optimal solutions and communicate updates effectively.
Document incidents, actions taken, and learnings to improve crisis protocols.
Provide timely updates to management and relevant stakeholders during escalation.
Contribute to crisis prevention and management training, SOP reviews, and best practices.
Balance company policies with customer needs while meeting key performance indicators (KPIs).
Manage individual backlog and ensure adherence to SLA, CSAT, and productivity metrics.

Requirements:

Bachelor's degree in Business, Communications, or related field (preferred but not mandatory).
Strong passion for customer service, company commitment, and teamwork.
Logical and task-oriented mindset with good technical knowledge of products and systems.
Analytical with strong negotiation and problem-solving skills under pressure.
Trustworthy, detail-oriented, proactive, and willing to support urgent or weekend cases.
Standard shift: 9:00 - 18:00, 5 working days per week with 2 days off willing to be on duty as scheduled.
Basic English is required, strong English skills is an advantage

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About Company

ShopeeJob 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.

Job ID: 135936199

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