Job DescriptionDeliver high-quality customer service to KR cross-border sellers through Shopee in-house support system, continuously improving inquiry resolution processes. Responsibility includes handling challenging seller interactions, particularly those that may involve legal complexities and policy violations. Proactively communicating with relevant internal stakeholders to escalate operational/logistic issues, mainly concerning payment, product listings, back-end systems, and extra Q&A on behalf of KR cross-border sellers. Continuously optimising our current systems and internal processes, improving the resolution process for each inquiry type, and enhancing the quality of our customer service and key metrics for customer satisfaction and business performance.
Cooperate 360 degrees with internal stakeholders such as the Business Development team, Seller Management, Logistics, and other teams to identify issues and discover new opportunities for process improvement and business growth.
RequirementsBachelor's degree with at least 7 years of experience in the ecommerce industry or CS service area on the platform Working knowledge of legal frameworks related to e-commerce and customer service operations is desirableHigh motivation for team management or experience in team managementLogical thinking and presentation skills based on objective data informationStrong oral and written communication skillsAbility to manage multiple stakeholders and facilitate multi-lateral communicationsWork well with cross-functional teams with proactive communicationPositive, team player, and energetic attitude
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