Monitor CS performance across Buyer, Merchant, and Rider support, including key metrics such as contact volume, SLA, backlog, response time, and resolution time.
Analyze operational trends and conduct root cause analysis to identify recurring issues, customer pain points, and opportunities for improvement.
Develop and maintain reports, dashboards, and trackers to provide visibility on CS performance and operational health.
Manage operational issues and escalations, working with internal teams and BPO partners to ensure timely resolution and service-level adherence.
Develop and improve CS processes, including SOPs, escalation flows, agent workflows, and initiatives that improve efficiency and customer experience.
Support ShopeeFood CS readiness and projects, including new features, campaigns, UAT, workforce planning, process changes, and other cross-functional initiatives
Requirements:
Bachelor's degree in Business, Industrial Engineering, Operations Management, Statistics, Economics, Management Engineering, or a related field.
Fresh graduates are welcome to apply. Candidates with 1-2 years of experience in Customer Service Operations, Operations Analytics, Business Operations, Business Intelligence, Project Management, or similar roles are preferred for Analyst/Senior Analyst consideration.
Strong analytical and problem-solving skills, with the ability to interpret operational data and translate findings into actionable recommendations.
Proficient in Excel and/or Google Sheets, including formulas, pivot tables, data analysis, and reporting.
Strong communication and stakeholder management skills, with the ability to coordinate effectively across different teams.
Highly organized and comfortable managing multiple operational issues, projects, and priorities simultaneously.
Able to work independently in a fast-paced and rapidly changing environment.
Strong attention to detail and willingness to investigate issues through data and root cause analysis.
Experience in e-commerce, food delivery, logistics, mobility, marketplace platforms, BPO operations, or Customer Service is an advantage but not required.
