Departemen: Operations
Level: Experienced
Lokasi: Indonesia – Yogyakarta
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.
Job Description:
- Supervise the work of customer service to ensure adherence to quality standards, deadlines, and proper procedures
- Document call center processes and FAQs, and work on continuous improvement
- Achieve qualitative call monitoring & scoring goals as established
- Provide reports related with quality score of all agents on ongoing basis (daily, weekly, monthly)
Requirements:
- Strong communication skills
- Good team player, positive attitude, eagerness to learn
- Strong analytical & problem solving skill
- Minimum 1 year experience as QA within CS Area