Operations - Customer Operations Frontline Content

7 days ago

Jakarta, Indonesia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe 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. Browse our Operations team openings to see how you can make an impact with us.
- Design, author, and build new assistant conversation in Shopee's Help Center & Chatbot
- Build conversations that conveys Shopee's brand and voice & tone to inspire customer confidence
- Manage intents and related mapping in Dialogue Flow to effectively route customers through Character User Interface experience
- Maintain and update response library, intents & conduct user acceptance testing regularly to ensure conversations and platforms are performing excellently
- Identify further pain points and opportunities to improve user experience
- Define and track KPIs, complete health monitoring, and draw insights based from performance data
- Identify and implement improvements for cost reduction and increased performance effectiveness
- Design and implement experiment plans, measure performance of experiments, capture, draw insights, and socialize with key stakeholders and executive audiences
- Conduct customer research, develop, and maintain rich knowledge of customer needs and product workflows to inform conversation design and development
- Develop and foster relationship across partnered teams to optimize delivery of solutions for customers through Help Center & Chatbot

**Requirements**:

- Minimum 5 years of experience in managing external communication and/or content knowledge management
- Prior experience in a global organization will be an advantage
- Customer oriented with a passion for delivering stellar customer experiences.
- Strong story telling, presentation, and communication skills
- Exceptional design writing and editing skills
- Proven ability to author supportive and engaging content for Conversational UI channels
- Strong technical proficiency with ability to effectively diagnose, troubleshoot, and resolve issues
- Excellent analytical skills with ability to synthesize multiple data sources, detect themes, and identify root cases
- Ability to translates findings into meaningful business insights
- Strong ability to quantify the impact of proposed or implemented changes
- Ability to effectively monitor and analyze performance trends over time and visualize, communicates data with various audiences
- Strong business acumen with the ability to scope, organize, and manage work effectively
- Ability to build and maintain partnership with dependent teams and effectively navigate and influence varied audiences
- Strong sense of development and communicate technical & business requirements, business cases, and other findings at all levels within organization
- Familiar with Conversation Designer, Dialogue Flow, or other Character User Interface authoring tools will be an advantage

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