Indonesia Job Openings

Shopee

Customer Service Agents - Operations

Jakarta

October 22, 2024


Department Operations
Level Entry Level
Location Indonesia - Jakarta
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
  • Handling cases, inquiries and complaints
  • Take charge to response and follow up any cases raised by users
  • Follow up cases that has received reply from L3 team and deliver the inquiries to users
  • Ensure all complaints or inquiries from user can be resolved in accordance with applicable SLAs and SOPs
  • Receiving inquiries/complaints/cases from L1 Agents and escalate to correct L3 team (Product/ BD/ Fraud/ Content, etc)

Requirements:
  • Min. D3 from any major
  • Good and effective verbal and written communication, good empathy
  • Strong analytical thinking and problem-solving skills
  • Good team player, has a positive attitude and eagerness to learn
  • Adaptable and willing to work in dynamic environment
  • Comfortable working in shifting schedule
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