Customer Experience Specialist
1 week ago
DepartmentOperations- LevelEntry Level- LocationSingaporeThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Optimize the Customer Experience (‘CX’) across Shopee Singapore through review of the full user journey across all touchpoints and channels (e.g. Online, Offline, Onboarding, Search and Browsing Experience, Checkout & Payment, After Sales Support)
- Drive cross functional CX improvement and design thinking initiatives to ideate and implement enhancements
- Improve key CX metrics, including NPS, CSAT (Customer Satisfaction), and other KPIs (eg those related to CS, RR and Logistics)
- Establish and maintain efficient and effective processes and standard operating procedures
- Review industry best practices and benchmarks to achieve best in class CX for Shopee Singapore
**Requirements**:
- 3+ years of relevant or proven experience (eg. in customer facing roles or process improvement functions)
- Bachelor’s degree from reputable universities (Fresh Grads are welcome to apply)
- E-commerce experience preferred
- Start-up experience is a plus
- Proficiency in Microsoft Office, Google Workspace and customer service software
- Outstanding written and verbal communication skills
- Strong experience of management practices and techniques
- Excellent leadership and interpersonal skills
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