Senior Customer Services Escalation - Operations, Shopee
Senior Customer Services Escalation - Operations, Shopee
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Job Description
Job Description:
- Operations Management
- Supervise day-to-day performance of L2 BPO agents handling complexity cases â-‹ Conduct periodic reviews of solved vs. reopened cases to identify training or process gaps.
- Coordinate feedback and updates between BPO and Inhouse teams to improve turnaround and accuracy.
- Consolidate weekly/monthly BPO performance insights (SLA, reopen rate, CSAT, case mix, etc.).
- Coordinate with QA, Workforce, and Product/Policy teams for continuous improvement initiatives.
- Case Handling & Knowledge Governance:
- Validate high-complexity or exception cases that require in-depth expertise or multi-team coordination.
- Maintain and update knowledge documentation, FAQs, and process guidelines for assigned expertise area(s).
- Serve as a subject-matter focal point to ensure smooth knowledge transfer and decision consistency across BPO and IH.
Requirements:
- Bachelor's degree in Business, Communications, or related field (preferred but not mandatory).
- Strong passion for customer service, company commitment, and teamwork.
- Strong communication, excel skills, comfortable with data review and reporting.
- Logical, detail-oriented, and solution-focused mindset.
- Analytical with strong negotiation and problem-solving skills under pressure.
- Trustworthy, detail-oriented, proactive, and willing to support urgent or weekend cases.
More Info
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About Company
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.
Skills:
pnl management , e-commerce, Negotiation, Sales, Business development, Seller management strategy, Account Management