Customer Experience (Escalation) Specialist – Shopee
Role Summary
The Customer Experience (Escalation) Specialist is responsible for managing user inquiries and resolving complaints effectively. This role plays a crucial part in enhancing customer satisfaction and operational efficiency within the organization.
Job Description
In this role, you will manage inbound and outbound inquiries, addressing user complaints and issues. You will primarily handle escalations and provide timely resolutions through various communication channels. Additionally, you will update operational trackers and collaborate with multiple teams to enhance processes and systems.
Key Responsibilities:
- Manage inbound and outbound customer inquiries.
- Address user complaints and issues promptly.
- Handle escalations and provide timely resolutions.
- Update operational trackers to reflect current status.
- Collaborate with multiple teams to improve processes.
- Analyze customer feedback to identify areas for improvement.
- Maintain a positive and professional demeanor in all communications.
Job Requirements
Minimum SPM/Diploma or equivalent.
Fresh graduates or candidates with 1 year experience in call center.
Proficient in Microsoft Office, especially Excel and Word.
Excellent communication skills in English; knowledge of Malay, Cantonese, or Mandarin is a plus.
Ability to work under pressure and manage multiple tasks.
Self-motivated with a positive attitude.
Willingness to work shifts or rotations.
Quick Info
Company
Shopee
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
7 skills
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Required Skills
Customer Service
Communication
Problem Solving
Time Management
Team Collaboration
Microsoft Excel
Microsoft Word
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