- 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.
- Analytical skills with the ability to collect, organize, analyze amounts of information with attention to detail and accuracy.
- 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).