Customer Service Assistant Manager (Mandarin Speaker) - Operations, SG Marketplace

Overview

Shopee — Customer Service Assistant Manager (Mandarin Speaker) - Operations, SG Marketplace Location : Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Responsibilities

Lead customer service sub functions (including SWAT - high-risk escalation, Community CS, and specialized queues such as Logistics, Marketing, Legal). Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience. Support operations to optimize performance related to efficiency and quality metrics. Monitor team KPIs including CSAT, resolution time, productivity and customer sentiment; identify gaps and drive performance improvements. Serve as the highest escalation point for complex or sensitive customer cases, including conducting direct user callbacks on behalf of senior management in high-risk or reputational matters. Coach, mentor, and develop a high-performing team with strong problem-solving and communication skills. Drive initiatives to minimize recurrence of escalated issues through process redesign or system enhancement proposals. Requirements

Minimum 6 years’ experience in customer service operations, with at least 3 years in a leadership role, preferably with experience managing large teams. Strong background in handling high-risk customer escalations with direct customer communication experience, including phone callbacks. Prior experience in eCommerce or digital platforms preferred. Ability to confidently represent the company in sensitive conversations, including acting as a proxy for senior management. Solid understanding of customer experience best practices or contact centre operations. Excellent verbal and written communication skills; ability to convey complex issues with clarity and empathy. Proven track record in coaching and developing team members, with emphasis on analytical thinking, quality assurance, and managing relationships within BPOs and across multiple stakeholders. Strong analytical, problem-solving, and trend analysis skills. High energy, self-motivation and ability to thrive in a fast-paced, customer-focused environment. Proficiency in Excel; comfortable with Google Applications and Microsoft Office tools (Word, Excel, PowerPoint). Bachelor’s degree in Business Administration, Communications, Operations Management, or related field. Experience with legal or regulatory customer complaint handling is a strong advantage. Multilingual capabilities are a plus (English, Mandarin). Seniority level

Mid-Senior level Employment type

Full-time Job function

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