Escalations (CS) - Operations (Rolling Intake)

About Shopee Malaysia

Shopee is the largest e-commerce platform in Southeast Asia with more than 300 million monthly visitors. In 2015, Shopee was launched in 7 markets across the region, including Malaysia. Now, Shopee is ranked as the best brand in Malaysia.

Your role

As an Escalations (CS), you will join the Shopee Operations team. Here are the detailed tasks you will do:

• Handling complicated customer cases, manager call-backs or crisis cases reported to high level
• Review and collect all necessary information, analyze and contact relevant departments to handle cases appropriately, and try to resolve them from end to end
• Handling cases of customers and CS / between other departments
• Provide effective solutions to avoid crisis and suggest improvements in processes
• Synthesize and build a framework of crisis to ensure frontline staff can handle crisis well
• Maintain a balance between company policy and customer benefit in decision making

Training & development

The company provides a wide variety of learning and development programs to support the personal and professional development of employees. In the beginning, there is a new hire orientation section where the employees learn about the core values and Shopee's culture. Then, the new hire will get various training workshops such as an experiential learning program and a technology academy. Shopee's comprehensive learning initiatives include General, Functional, and Leadership training to cater to different groups of employees.

Career progression

Shopee will offer the opportunity to develop your career if you have an excellent performance. An entry-level staff can level up their career to a higher position through training and development. Your dedication and skills will be considered in every career path.

Compensation & benefit

Shopee Malaysia will also provide the following benefits for the employees:

• Health care & insurance
• Free snacks & beverages
• Laptop facility
• Wifi reimbursement
• Welcome gift
• Free dinner
• Perks and discount

Work-life balance

Shopee keeps the employees' work-life balance. You can work hybrid whether from home or the office with flexible working hours. There will be Employee Engagement Events so that you can have fun and refresh your mind from your work routine. However, sometimes you have to work overtime during peak campaign days. For this position, you must be ready to work on duty outside of working hours.

Culture & vibe

Shopee has hard-working culture because the environment is dynamic and face-paced. Therefore, you have to adapt quickly. However, the employer provides complete facilities such as a pantry space, gym, massage room, library, collaboration area, and so on. There will be various engagement fun events every special day.

About you

If you are interested in joining Shopee Malaysia for this position, you have to meet the following qualifications:

• Good problem-solving & possesses business acumen to detect problems that may lead to a crisis
• Willing to handle complicated cases and displays positivity in handling crisis
• Customer-oriented and is responsible for following up cases end to the end
• Enthusiastic & ready to work on duty (outside of working hours) because a crisis can occur at any time and need to be handled immediately

How to apply

To apply for the job just simply click the “Apply on employer site” button below. We will direct you to Shopee Malaysia's official link for this vacancy. Make sure you have read all of the requirements and skills mentioned above.

Sources

Here are the sources used in researching this page:

• glassdoor.com/shopee-reviews
• careers.shopee.com.my/why-shopee