Job details

Customer Experience Strategy - Singapore Operations

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DepartmentOperations

LevelEntry Level

LocationSingapore

The 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.

Job Description:

Optimise 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 Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other Key Performance Indicators (KPIs)
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

By Shopee

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

4 jobs

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INDUSTRY

Internet & Web Services

TEAM SIZE

5001-10000

LOCATION

Hybrid, based in Singapore, Singapore

DATE POSTED

July 21, 2023