Job Description:

  • Manage CX Recovery team to receive & resolve Shopee's Issues related to Customers Experiences.
  • Allocate team members to execute the solutions and report line manager regarding improvement observed or bottlenecks faced during execution.
  • Conduct analysis to understand user's behavior & advise solutions that effectively reduce the churn rate.
  • Conduct analysis on issue types/ root causes and identify the problem to escalate the relevant teams & discuss the improvement plan.
  • Conduct analysis on the effectiveness of Recovery actions and propose action plans.
  • Assist Line manager in other tasks assigned.

Requirements:

  • Deep understanding of the user’s shopping behavior/ journey (in eCommerce is a big plus).
  • Good at communication, negotiation, problem-solving & decision making.
  • Excellent verbal and written communication skills in both English and Vietnamese.
  • Self-motivated with a “can-do” attitude.
  • Computer proficiency in MS Office (especially in Excel, Google spreadsheet).
  • Analytical skills with the ability to collect, organize, analyze amounts of information with attention to detail and accuracy. (Preferred)

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