Customer Service Performance Management (Return/ Refund) - Operations, Shopee

• Track and evaluate performance metrics (SLA, leadtime, CSAT e.g) to ensure service delivery meets business standards.
• Regularly analyze performance metrics, customer feedback, and other relevant data to provide actionable insights and recommendations to management.
• Identify performance gaps and inefficiencies within the team, analyzing data to determine root causes and opportunities for improvement.
• Develop, collaborate with relevant stakeholders and implement initiatives aimed at enhancing team performance, such as training programs, process improvements, and best practice sharing.
• Work closely with team leads and supervisors to support performance goals, ensuring alignment with business objectives and customer satisfaction targets.
• Continuously assess and refine Return - Refund processes to enhance efficiency, reduce response times, and improve customer satisfaction.

• Bachelor degree or equivalent
• Proven experience in performance management, preferably within customer service or e-commerce field.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Excellent communication and collaboration skills, with the ability to work effectively with different teams and departments.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Good written and verbal communication skills in English

Shopee