Knowledge Management Specialist

5 days ago


Yogyakarta, Indonesia Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- LocationIndonesia - YogyakartaThe 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.
- Update & Create SOPA tree according to BP
- Create SOPA user journey and mapping on the BP script to the system
- Align with BP updated
- Monitor the useful of the SOPA system based on each RC
- Monitor the useful of the SOPA by agent experience

**Requirements**:

- Minimum 1 year experience in Customer Service
- Good in english (written and verbal)
- Good communication
- Attention to details
- Good in excel and formulas
- Has excellent logical thinking



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