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1. Primarily in handling inquiries pertaining to orders, payments, shipping, vouchers and etc from both sellers via live chat. 2. To provide first contact resolution according to standard operating procedures (SOP). In the event of non-First Call Resolution, you are expected to follow up and provide response back to the users. 3. Update case details accurately and appropriately. 4. To ensure you meet the pre-set KPI in terms of timeframe, first contact resolution rate email/chat response rate customer satisfaction score & etc. 5. Communicate with stakeholders. 6. Maintain high accuracy in information when communicating with Shopee users. 7. Any task assigned by supervisor from time to time.
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