Customer Service Process Excellence - Operations, Shopee

Process Analysis and Evaluation: 

• Thoroughly study and analyze the current state of our CS processes, identifying pain points, inefficiencies, and areas for improvement from both customer and operational perspectives.

Stakeholder Collaboration:

• Actively collaborate with cross-functional teams for relevant initiatives / features.

• Maintain clear and effective communication with stakeholders throughout the process development lifecycle.

SOP Development and Implementation:

• Design and document new Standard Operating Procedures (SOPs) for CS processes, ensuring clarity, accuracy, and ease of understanding.

• Adjust and improve existing SOPs based on analysis, feedback, and best practices.

• Ensure SOPs align with relevant policies, regulations, and business objectives.

Ongoing Review and Optimization:

• Establish a system for ongoing review and scoring of existing CS SOPs based on key performance indicators (KPIs) such as customer satisfaction, processing time, and cost efficiency.

• Develop and implement data-driven solutions to improve SOP effectiveness and achieve target productivity levels.

• Stay updated on industry best practices and emerging trends in customer service management.

Yêu cầu công việc:

• Good analytical and logical thinking skills with the ability to break down complex problems into manageable components.

• Good problem-solving skills and a systematic approach to identifying and implementing solutions for process optimization.

• Demonstrated ability to think from a customer-centric perspective and prioritize customer satisfaction in process design.

• Target-oriented mindset with a strong focus on achieving high productivity and measurable results.

• Strong attention to detail and a commitment to accuracy.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Fluency in English and Vietnamese is essential.

Bonus Points:

• Experience in e-commerce or retail industries.

• Knowledge of lean or six sigma methodologies.

• Experience in data analysis and reporting.

Other information

• Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)