Overview
Seller Support (Buyer Chat) – SBS Customer Service Jobs in Manila, National Capital Region, Philippines at Shopee
Title: Seller Support (Buyer Chat) – SBS Customer Service
Company: Shopee
Location: Manila, National Capital Region, Philippines
Job Description
- Ensures prompt and correct resolutions on buyer escalations from BPO and internal stakeholders.
- Analyzes and flags BPO on invalid escalations
- Helps to reduce DSAT by escalating business-driven concerns to Vendor Operations, Warehouse, and Logistics team
- Attends daily/weekly performance reviews with BPO to address challenges and provide action plans on escalations being raised.
- Proactively collaborates with internal stakeholders on the provision of needed details escalated by the BPO.
- Spearhead meetings with the relevant stakeholders to ensure that escalation closure timeline is being met.
- Prepares and flags internal stakeholders on the open and ageing escalations from BPO.
Service Escalation
- Primary contact person for pre and post sales escalation from Buyer for all LOB's (SBS,SCS, Apple, SIP)
- Assist Regional (SIP) on Return & Refund & Logistics
- Provide additional support to BPO on priority escalations
- Monitors and ensure closure of Seller Escalation (SIP)
BPO Management
- Proactive collaboration with BPO to reduce invalid escalations
Stakeholder Management
- Escalate and flag top DSAT drivers to Vendor Operations, Warehouse and Logistics Team to improve CSAT performance
Requirements
- Graduate of any 4-year course
- Customer Relationship Management
- With good written and communication skills in both English and Filipino
- Proficient in Google Suite (Sheets, Forms, Slides), Trello
- Can multitask to handle multiple chats simultaneously
- Team Player and Customer Focused
- Can work under pressure
