Customer Experience (Escalation) Specialist - SPX

What you'll do

• Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
• Handling complaints and issues highlighted by user.
• Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
•  Communicate effectively by providing accurate information to Shopee users and external partners.
• Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
• Provide information to stakeholders about daily tracker performance or whenever required.
• Work cross-functionally across multiple teams to push for process and system improvements.
• Perform ad-hoc tasks as requested by the department head/reporting line.
• Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.  
• Respond to customer queries in a timely and accurate way, via an in-house ticketing system.

Requirements

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
• Fresh graduates and experienced candidates with a minimum of 1 year of working experience in a call center environment (Preferably in the e-commerce sector or logistics industry).
• Moderate or Strong knowledge of Microsoft Office programs – proficiency in Microsoft Excel, and Microsoft Word.
• Excellent written and verbal communication skills in English, and proficiency in other additional languages such as Malay, Cantonese, or Mandarin will be an advantage.
• Able to work under pressure.
• Ability to work with cross-functional teams to coordinate for desired output.
• Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
• Passionate towards customer satisfaction.
• Able to work on a shift or rotation basis.