Customer Operations Analyst, Scommerce

Shopee

Philippines, Manila

2-4 Years

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Posted 21 hours ago
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Job Description

Job Description:

Conduct troubleshooting for IHS and Webchat bug escalations.
Participate in User Acceptance Testing (UAT) related to feature enhancements.
Actively participate in Product meetings regarding feature enhancements.
Identify gaps in IHS and Webchat systems for continuous improvement.
Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.
Constantly identify innovative ways and recommend system enhancements to streamline operational processes.
Maintain dashboards and create or translate reports via Looker Studio.
Develop Standard Operating Procedures (SOPs) and process flowcharts.
Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.
Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
Perform ratings and reviews migration.
Bind shops in the Seller Operation Platform.
Create SRM accounts.

Requirements:

Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.
Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.
Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 148385403

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