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

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

ShopeeKuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaan

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

  • Other

    • Industries

  • Internet Marketplace Platforms and Technology
  • Information and Internet

    • Referrals increase your chances of interviewing at Shopee by 2x

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