Customer Experience Associate, Regional Spx - Singapore - Shopee

Shopee

Verified Company

Singapore

5 days ago

Posted by:

Wei Jie

beBee Recruiter

Description

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationSingaporeThe 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.

About the Team:

The Shopee Regional Logistics team is committed to providing Shopee's users with the best possible ecommerce logistics experience in the most costeffective way.This role requires a hustler mentality, strong communication skills, natural curiosity, and the ability to thrive in a fastpaced and ambiguous environment. We offer a collaborative and stimulating working environment with opportunities to take ownership and develop wellrounded skill sets.
Deepdive into the pain points in the logistics customer experience journey for both sellers and buyers across all markets in Southeast Asia
Quantify and track metrics related to logisticsrelated customer satisfaction, feedback, and issue resolution
Evaluate improvement initiatives both quantitatively and qualitatively using sound data and business logic
Design processes improvements that are pragmatic and scalable. This requirement a strong ownership mindset and business sense
Develop and maintain project plans, timelines, and budgets to ensure successful implementation of logisticsrelated customer experience initiatives
Collaborate with crossfunctional teams including local logistics, customer service, and operations teams to implement process improvements
Monitor the effectiveness of implemented solutions, making adjustments as necessary to optimize impact
Proactively identify opportunities to enhance the overall logistics customer experience and drive business growth

Requirements:

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or related field
23 years of relevant experience, preferably in logistics, customer service, project management, or ecommerce. Fresh graduates are welcomed
Analytical mindset with the ability to gather and interpret data to drive decisionmaking.
Ability to analyse large datasets with SQL and Python is preferred
Strong communication skills, both verbal and written, with the ability to effectively convey ideas and influence stakeholders at all levels of the organisation
Strong customercentric mindset and a passion for delivering exceptional logistics customer experiences
Highly organised with the ability to manage multiple projects simultaneously in a dynamic environment