Deskripsi Pekerjaan
Join the dynamic team at Shopee as a Merchant Support Analyst and play a pivotal role in empowering our sellers. In this position, you will serve as the primary point of contact for merchants, ensuring their success on our platform by handling inquiries, resolving technical issues, and optimizing their selling experience. You will operate across various support channels, managing a high volume of interactions with precision and empathy. Beyond day-to-day support, you will act as a strategic partner by analyzing recurring issues and driving process improvements that enhance operational efficiency. If you are passionate about e-commerce and excel in a fast-paced environment, this is the perfect opportunity to grow your career with one of the region's leading digital marketplaces.
Tanggung Jawab
- Provide comprehensive support to Shopee merchants regarding account management, product listings, and order processing.
- Investigate and resolve escalated merchant issues, complaints, and technical tickets with a focus on high customer satisfaction.
- Monitor support channels for incoming inquiries and respond promptly and accurately via email, chat, or phone.
- Analyze merchant feedback and recurring issues to identify root causes and recommend actionable process enhancements.
- Collaborate with cross-functional teams, including Product and Engineering, to report bugs and suggest feature improvements.
- Maintain accurate and up-to-date records of all merchant interactions and resolutions within the CRM system.
- Stay updated on Shopee policies and platform updates to provide accurate guidance to merchants.
Kualifikasi
- Bachelor’s degree in any field.
- At least 1-2 years of experience in customer support, account management, or a related field, preferably within the E-commerce industry.
- Strong communication skills, both verbal and written, in English.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Ability to multitask, prioritize inquiries, and work effectively in a fast-paced, deadline-driven environment.
- Basic understanding of online shopping processes and e-commerce platforms is highly preferred.
- Strong problem-solving skills and a customer-centric mindset.