Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Join to apply for the Customer Service Lead , Scommerce (Bukit Raja, Klang) role at Shopee

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Join to apply for the Customer Service Lead , Scommerce (Bukit Raja, Klang) role at Shopee

• Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
• Lead automation initiatives, including the implementation and optimization of chatbot solutions.
• Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
• Analyze trends and pain points raised by customer service agents (agen...