Buyer Chat Support - Customer Service, SCommerce

Shopee


Date: 2 weeks ago
City: Manila
Contract type: Full time
Job Description

  • Conduct troubleshooting for 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.
  • AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.
  • Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:
  • Data Visualization: Creating and managing dashboards in Looker Studio.
  • Information Gathering: Designing and deploying Google Forms.
  • Data Analysis: Managing complex datasets and formulas in Google Sheets.
  • Presentation: Crafting professional decks in Google Slides.
  • Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.
  • Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.

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