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Private Jobs / Private Sector
Shopee Hiring for Customer Service – Agent at Bangalore Full Time
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Job Description:
Requirements:
DepartmentOperations
LevelExperienced (Individual Contributor)
LocationIndia – Bangalore
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. Browse our Operations team openings to see how you can make an impact with us.
Job Description:
- Primarily handle inquiries pertaining to orders, payments, shipping, vouchers and etc from both sellers via live chat
- Level 1 CS is expected to provide first contact resolution according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback or email.
- Update case details appropriately. i.e.: Gdocx, Salesforce and etc
- To meet KPIs like average handling time, first contact resolution rate, email/chat response rate, customer satisfaction score etc.
- Communicate with internal stakeholders (logistics, payment)
- To ensure accuracy in information when communicating to Shopee users
- Communicate effectively with team members and Shopee users
- Take on ad-hoc projects/assignments
Requirements:
- Excellent verbal and written communication skills in English and Hindi; knowledge of regional languages is a plus
- Preferred background (but not required): Ecommerce
- Strong sense of ownership; self-motivated, proactive in learning and able to work under pressure