Customer Operations Analyst, Scommerce

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

• Conduct troubleshooting for IHS and Webchat bug escalations.


• Participate in User Acceptance Testing (UAT) related to feature enhancements.


• Actively participate in Product meetings regarding feature enhancements.


• Identify gaps in IHS and Webchat systems for continuous improvement.


• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.


• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.


• Maintain dashboards and create or translate reports via Looker Studio.


• Develop Standard Operating Procedures (SOPs) and process flowcharts.


• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.


• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.


• Perform ratings and reviews migration.


• Bind shops in the Seller Operation Platform.


• Create SRM accounts.

Requirements:

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.


• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.


• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.