Customer Experience (Escalation) Specialist - SPX

Shopee

Job Description

Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
Handling complaints and issues highlighted by user.
Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
Communicate effectively by providing accurate information to Shopee users and external partners.
Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
Provide information to stakeholders about daily tracker performance or whenever required.
Work cross-functionally across multiple teams to push for process and system improvements.
Perform ad-hoc tasks as requested by the department head/reporting line.
Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
Respond to customer queries in a timely and accurate way, via an in-house ticketing system.

Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
Fresh graduates and experienced candidates with a minimum of 1 year of working experience in a call center environment (Preferably in the e-commerce sector or logistics industry).
Moderate or Strong knowledge of Microsoft Office programs – proficiency in Microsoft Excel, and Microsoft Word.
Excellent written and verbal communication skills in English, and proficiency in other additional languages such as Malay, Cantonese, or Mandarin will be an advantage.
Able to work under pressure.
Ability to work with cross-functional teams to coordinate for desired output.
Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
Passionate towards customer satisfaction.
Able to work on a shift or rotation basis.