Customer Service - Process Excellence Associate - Shopee

Shopee

  • Ho Chi Minh City
  • Training
  • Full-time
  • 1 month ago
Job Description :​Process Understanding & Basic Analysis
  • Learn and understand current CS/RR processes to gain practical operational knowledge.
  • Support in gathering information and identifying issues (pain points) or areas for improvement from both customer and operational perspectives.
​Collaboration & Communication
  • Coordinate with relevant teams to collect data and information for process improvement initiatives.
  • Communicate clearly and provide regular updates to supervisors and stakeholders.
SOP Support
  • Assist in drafting, updating, and maintaining Standard Operating Procedures (SOPs) under the guidance of senior team members.
  • Ensure that SOP documents are clear, easy to follow, and relevant to day-to-day operations.
Process Review & Improvement
  • Help review the effectiveness of existing processes through basic key performance indicators (KPIs) such as customer satisfaction and processing time.
  • Contribute ideas or simple solutions to improve work efficiency.
  • Stay curious and learn about basic customer service management practices and trends.
Requirements :
  • Fresh graduates or candidates with less than one year of relevant experience
  • Strong willingness to learn and improve problem-solving skills
  • Basic analytical thinking and a customer-first mindset
  • Detail-oriented, responsible, and able to manage tasks in a fast-paced environment
  • Proficient in both English and Vietnamese (spoken and written)
  • Internship or exposure to e-commerce/retail, lean/Six Sigma, or basic data analysis will be a plus
  • Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require).
Please note that only shortlisted candidates will be contacted for the next steps within three weeks.About the Team :We are looking for an enthusiastic and detail-oriented Customer Service Process Excellence Specialist who is eager to learn and grow with our team. In this role, you will support the improvement of our return and refund processes by helping to analyze current workflows, working with different teams, and assisting in developing and updating Standard Operating Procedures (SOPs). You will contribute to ensuring that our customer service/return refund processes are smooth, customer-focused, and help drive overall operational efficiency and service quality.

Shopee