Seller Support (Buyer Chat) - SBS Customer Service

Shopee


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

  • Ensures prompt and correct resolutions on buyer escalations from BPO and internal stakeholders.
  • Analyzes and flags BPO on invalid escalations
  • Helps to reduce DSAT by escalating business-driven concerns to Vendor Operations, Warehouse, and Logistics team
  • Attends daily/weekly performance reviews with BPO to address challenges and provide action plans on escalations being raised.
  • Proactively collaborates with internal stakeholders on the provision of needed details escalated by the BPO.
  • Spearhead meetings with the relevant stakeholders to ensure that escalation closure timeline is being met.
  • Prepares and flags internal stakeholders on the open and ageing escalations from BPO.

Service Escalation

  • Primary contact person for pre and post sales escalation from Buyer for all LOB's (SBS,SCS, Apple, SIP)
  • Assist Regional (SIP) on Return & Refund & Logistics
  • Provide additional support to BPO on priority escalations
  • Monitors and ensure closure of Seller Escalation (SIP)

BPO Management

  • Proactive collaboration with BPO to reduce invalid escalations

Stakeholder Management

  • Escalate and flag top DSAT drivers to Vendor Operations, Warehouse and Logistics Team to improve CSAT performance

Requirements

  • Graduate of any 4-year course
  • Customer Relationship Management
  • With good written and communication skills in both English and Filipino
  • Proficient in Google Suite (Sheets, Forms, Slides), Trello
  • Can multitask to handle multiple chats simultaneously
  • Team Player and Customer Focused
  • Can work under pressure

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