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Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace

Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace

ShopeeKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace

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

    Seniority level

    Entry level

    Employment type

    Employment type

    Full-time

    Job function

    Job function

    Other

    Industries

    Internet Marketplace Platforms and Technology, Information and Internet

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