Operations - Shopee Express, Complaint & Claim

2 days ago

Jakarta, Indonesia Shopee Full time

DepartmentOperations

LevelExperienced (Team Lead)

LocationIndonesia - Jakarta

The 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.
- Handle and resolve escalated customer complaints
- Develop complaint resolution SOP
- Develop claim resolution SOP

**Requirements**:

- Bachelor degree from any major
- Has a minimum of 5 years of experience in Customer Service and Claim Management at Express/Courier company
- Skilled in Customer Service Management, Claim Management, and Financial analysis
- Excellent in problem-solving and analytical skills (Kaizen & Lean skills are preferred)
- Good communication skills (written and verbal)
- Expert Facilitator and able to manage all stakeholders
- Lead by example (hands-on) leadership style who can show operation solutions on the floor
- Understand and have experience in implementing and running Customer Service / Claim Management systems (Zendesk, Salesforce, etc)
- Willing to travel

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