Overview
Customer Service Escalation Specialist, ShopeeFood Jobs in Ho Chi Minh City, Ho Chi Minh City, Vietnam at Shopee
Title: Customer Service Escalation Specialist, ShopeeFood
Company: Shopee
Location: Ho Chi Minh City, Ho Chi Minh City, Vietnam
Job Description
We are looking for an in-house Customer Service Escalation Specialist (L2) to handle complex, high-risk and out-of-SOP cases escalated from our BPO (L1) teams. This role operates at Senior Analyst level and plays a key part in safeguarding customer experience, mitigating operational risks, and driving continuous improvement across Customers, Drivers, and Merchants.
- Handle and resolve escalation cases transferred from BPO (L1), including out-of-SOP cases, disputes, sensitive complaints, complex scenarios, and international customer cases.
- Take end-to-end ownership of escalation cases to ensure timely resolution, policy compliance, and high customer satisfaction.
- Manage daily case backlog and ensure performance meets defined KPIs (SLA, backlog in day…)
- Collaborate closely with cross-functional stakeholders (Operations, Product, Policy, Risk, etc.) to align on appropriate resolutions and improve overall user experience.
- Support ad-hoc tasks, special projects, and initiatives as assigned by the Line Manager.
Requirements
- Minimum 2 years of experience in Customer Service, preferably within Food Delivery, E-commerce, or other tech-driven platforms.
- Hands-on experience in handling escalation cases, disputes, and complex or non-standard customer situations.
- Strong communication and stakeholder management skills, with the ability to work effectively across teams and with management.
- English communication skills (written and verbal) are a plus.
- Proactive, solution-oriented, and adaptable; able to work independently in a fast-paced environment.
- Ability to work under pressure and manage multiple priorities.
- Willingness to work on shift-based schedules.
