Customer Operations di Shopee Solo

 

Tim Operasional mencakup proses dari awal hingga akhir, mulai dari saat Pembeli mencari produk di Shopee, hingga saat Pembeli menerima produk. Tim ini menganalisis & memantau Indikator Kinerja Utama & melakukan analisis jika performa operasional mengalami fluktuasi. Tim ini terdiri dari Customer Service, Pembayaran, Listings, Warehouse, Pengiriman, Operasional Penjual, dan Fraud.

Uraian Tugas

• Monitor and analyse the development of all agents’ performance as well as the Quality Assurance (QA) specialists
• Verifying agent’s service quality to make sure they are aligned with the company standards
• Provide insights or recommendations for improvement on service quality and monitoring the process
• Create a report summary of the achievement of the quality improvement
• Create and monitor work programs for agent’s improvement

Persyaratan

• Min. Bachelor Degree from any major
• Min. 4 years experience in Contact Center
• Experienced as Supervisor for QA/Support/Ops in the Customer Service area
• Can work well in a fast-paced environment
• Strong leadership and problem-solving skills
• Good understanding of QA job scope and sampling methodology
• Understand basic data analysis      

 

 

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