Project Operations (Customer Care) (ShopeePay)

Job Description:

• Ensure timely acknowledgment and resolution of complaints while keeping complainants informed throughout the process

• Lead root cause analysis and in-depth investigations to understand issues and drive resolution, particularly for high-severity complaints

• Coordinate with cross-functional teams to gather accurate information and ensure effective case resolution

• Monitor the implementation of corrective actions and improvements to enhance overall customer experience

• Maintain proper documentation of complaint outcomes and ensure reporting is accurate and timely for management review

• Provide guidance to the complaint handling team, fostering high performance, motivation, and continuous development ensuring complaint handling meets expected service standards
  

Requirements:

• Bachelor’s or Master’s degree in any field

• 0 – 3 years of work experience; prior experience in front-line customer service is a plus

• Strong communication and interpersonal skills, including active listening, effective questioning, conflict resolution, and a good command of English

• Demonstrated problem-solving and leadership abilities

• Comfortable working with data and numbers

• Ability to work efficiently in a dynamic, fast-paced, and diverse environment