Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace

ShopeeKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1 week ago Be among the first 25 applicants

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Respond to and resolve escalations from the internal department in a timely and effective manner.
Identify trends and root causes behind escalations and provide feedback to relevant teams for continuous improvement.
Assist with ad hoc tasks, special projects, and process documentation as required.
Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
Compile, review and send payment reports to ensure accuracy and completeness before submission.
Assist with ad hoc tasks, special projects, and process documentation as required.

Job Description

Respond to and resolve escalations from the internal department in a timely and effective manner.

Identify trends and root causes behind escalations and provide feedback to relevant teams for continuous improvement.

Assist with ad hoc tasks, special projects, and process documentation as required.

Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.

Compile, review and send payment reports to ensure accuracy and completeness before submission.

Assist with ad hoc tasks, special projects, and process documentation as required.

Requirements

At least 1 year of experience in QA or Customer Service.

Possess critical thinking and problem-solving skills.

Self-starter with a strong sense of curiosity.

Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.

Strong process orientation, with the ability to follow processes and adapt to changes.

Strong attention to detail, ensuring all reports are accurate and error-free before submission

Good team player with a positive attitude and a strong sense of integrity and responsibility.

Exposure to a customer-oriented environment with a focus on delivering quality service.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

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Mandarin Speaker • Kuala Lumpur, Kuala Lumpur, Malaysia