Associate CS Knowledge Management Specialist (KMS) - Operations, Shopee

• Align & build SOP for Customer Service/ Return Refund from end to end, ensure SOPs are up-to-date, timely and accurate, and can meet the ever-changing market requirements.
• Design, adjust and facilitate the implementation of SOP through communication flows & system.
• Supporting in response to all questions about the process or business information.
• Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets and come up with the solutions or initiatives to improve satisfaction based on the causes found.
• Coordinate with Training team in developing materials.
• Make reports as required.

• At least 1 year of working experience in Quality Assurance or more than 2 years as a customer service in the field of e-commerce, e-wallets, shipping/banking/financial services.
• Excellent oral, written and interpersonal communication skills.
• Ability in using gsheet, excel, powerpoint, lucidchart, other working systems.
• Time management & tasks management skills.
• Able to communicate in English is a plus.
• Able to handle multiple tasks and quickly adapt in the fast-paced environment.
• Ability to work independently and effectively in a team.

Shopee