Proactively seek out key directional changes in wider SPX policies; directions or cross-functional changes that may have significant impact on CS processes and SOP
Translate the changes to CS impact and align with key stakeholders on the solutions to achieve good customer experiences as well as smooth operating model for agents and SPX operations
Lead CS Process / SOP changes & updation as well as communications to internal team to ensure optimize solutions provided for all agent type
Ensure all changes are reflected and consistent in all knowledge based tools, news feed, communication scripts, SOPs and FAQs
Ensure training materials are constantly updated as per new SOPs / processes
Constantly improve training quality based on feedback from QA and CS operations leads
Requirements
Experience in Team management
Logical thinking and be able to guide a team to capture process flow and translate to SOP
Ability to streamline agents SOPs, feedback to functional team or suggest method of works that continuously improve FCRs, resolution time, CSAT
Ability to streamline internal working processes to more efficiency
Background in training; people development AND/OR SOP development
Experience in express logistics is a plus
Excellent in Microsoft Excel and presentation is preferred
Excellent verbal and written communication skills in both Thai and English
Skills
Team Management
MS Excel
Logistics
Functions
Other
Other
Job Overview
Job Type:
Full-Time
Company
Shopee
194 active jobs
Industry:
Consumer Goods, Retail & E-Commerce
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