Senior Customer Services Escalation - Operations, Shopee

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Job Description

Job Description

Supervise day-to-day performance of L2 BPO agents handling complexity cases 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.

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.