Business Analyst, Customer Service

3 days ago

Singapore Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- 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.

**About the Team**:

- The Shopee Regional Logistics team is committed to providing Shopee's users with the best e-commerce logistics experience in the most cost-effective way. Positioned at the crossroads of Business, Operations, and Product, the team strives to enhance delivery speed and reliability by creating innovative services to exceed users' expectations. Using the latest technology and data-driven strategies, the team optimises the entire logistics value chain, from seller to the last-mile delivery, and pre-purchase to order completion. With access to extensive data, the team gains insights into logistics operations and user preferences to deep-dive and solve pain points from a first-principles basis.- The Customer Service and Fleet Quality Business Analyst will play a pivotal role in ensuring a seamless and customer-centric experience during user contacts and enquiries, and delivery interactions for our logistics operations. This role emphasises a deep dive into user contacts and interactions, focusing on improving key performance metrics and driving improvements in customer satisfaction through policy, process, and system improvements.- Establish and maintain a comprehensive system for tracking and analysing user contacts and user metrics, including contact rate, CSAT (Customer Satisfaction), resolution time, and buyer communications compliance
- Utilise customer feedback, surveys, and contact data to gain insights into pain points and opportunities for enhancement
- Conduct detailed analyses of customer interactions, identifying patterns, trends, and areas for improvement
- Work with product and market teams to drive continuous improvement initiatives, implementing changes to systems, policy, processes, SOPs that directly impact the customer experience
- Design framework for local agents’ and fleets’ performance management. Maintain and improve our internal training process, systems and knowledge base
- Regularly review and update customer service protocols to align with industry best practices and evolving customer expectations

**Requirements**:

- Professional experience in customer service or fleet quality analyst roles in experience-focused organisations is a plus
- Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions; experience with SQL is a plus
- Knowledge of logistics and supply chain operations is highly desirable
- Strong attention to detail and the ability to work under pressure in a fast-paced environment
- Strong communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders

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