Customer Experience (Escalation) Specialist - SPX at Shopee - Kuala Lumpur

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.

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.