CS SOP & Process Analyst (Shopee)

Shopee

Indonesia

1-3 Years

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Job Description

Job Description:

Stakeholder & Information Management: Proactively collaborate with internal teams (Logistics, BD, Marketing) to gather insights on new features or policies and assess their impact across 100+ agents.
Process Design & Risk Assessment: Map out end-to-end workflows and SOPs for new changes, while proactively identifying potential negative impacts to ensure a seamless experience for customers and agents.
Knowledge Asset Ownership: Ensure all changes are consistently reflected across all platforms, including the Agent Knowledge Base (SmartKB), Help Center (FAQs), and Chatbot systems.
Change Management & Execution: Execute effective rollout plans and recovery strategies for ad-hoc issues, ensuring agents can access, understand, and comply with new processes under tight deadlines.
Performance Validation & Optimization: Validate the effectiveness of SOPs through data analysis (CSAT, Deflection Rate) and on-the-ground observations to drive continuous process improvements.

Requirements:

Bachelor's degree in a related field with 1 years of experience in E-commerce, Process Improvement or Fresh Grads
Proven ability to map workflows, define SLAs, and translate complex ideas into simplified SOPs or self-service knowledge content.
Excellent command of Thai and English (written/verbal) with the ability to present information clearly and coordinate independently with cross-functional teams.
Possess a Business Owner Mindset with meticulous attention to detail, capable of prioritizing tasks and managing change under tight deadlines.
Familiarity with Customer Service platforms (CRM), Knowledge Base systems, and Chatbot technology is a plus.

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 148790317

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