Quality Assurance - Customer Service, SPX Express

2-4 years
2 months ago
Job Description

Job Description:

  • Build, implement, and monitor projects to ensure customer experience.
  • Be in charge of the quality and performance of Customer Service through QA score and CSAT score.
  • Exporting daily data & crosscheck samples with QA BPO.
  • Develop and maintain customer satisfaction rate, criteria, and performance metrics in collaboration with the customer service team.
  • Collaborate with the customer service team to provide ongoing coaching, training, and feedback to improve customer service skills and performance.
  • Generate regular reports and analysis on customer service quality metrics, highlighting trends and areas of improvement to management.
  • Identify potential areas of risk or non-compliance with customer service policies and implement appropriate corrective actions as needed.

Requirements:

  • At least 2 years of working experience in Quality Assurance/PMO in the field of e-commerce or logistics .
  • Excellent analytical and problem-solving skills.
  • Effective written and verbal communication skills.
  • Competency in Microsoft applications including Word, Excel, Google Sheet, PowerPoint, other working systems.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Able to communicate in English is a plus.

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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