Customer Support (CS) Agent, SPX Express (Kab. Sleman)
Shopee Indonesia · Yogyakarta, Indonesia
Sekilas tentang pekerjaan ini
Shopee Indonesia membuka posisi Customer Support (CS) Agent untuk SPX Express di Kab. Sleman, Yogyakarta. Peran ini menangani pertanyaan dan keluhan seller terkait pengiriman serta membantu menyelesaikan kasus operasional. Pengalaman Customer Service, Call Center, Seller Support, Operations, atau bidang terkait diutamakan.
Tugas utama
- Menangani pertanyaan dan keluhan seller melalui kanal komunikasi yang ditentukan.
- Memeriksa status pengiriman NSS, kendala delivery, retur, dan isu operasional.
- Berkoordinasi dengan tim operasi, hub, dan pemangku kepentingan terkait.
- Menindaklanjuti kasus sesuai SLA dan menyampaikan pembaruan kepada seller.
- Mencatat kasus serta mendukung pemantauan dan pelaporan CS harian.
Kualifikasi utama
- Diploma atau Sarjana di bidang apa pun.
- Pengalaman Customer Service, Call Center, Seller Support, Operations, atau bidang terkait diutamakan.
- Komunikasi lisan dan tulisan yang kuat serta berorientasi pada pelanggan.
- Kemampuan pemecahan masalah, analitis, dan dokumentasi kasus yang baik.
- Bersedia bekerja dengan shift bergilir, termasuk akhir pekan dan hari libur.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Shopee Indonesia.
Deskripsi pekerjaan
- Handle and respond to seller inquiries and complaints through designated communication channels
- Provide accurate information and assistance regarding NSS shipment status, delivery issues, returns, and other operational concerns
- Investigate seller-reported cases by checking relevant systems, trackers, and operational information
- Coordinate with internal operations teams, hubs, and other relevant stakeholders to resolve seller issues
- Follow up on pending cases and ensure timely resolution within the required SLA
- Communicate case updates and resolutions clearly to sellers
- Identify recurring issues and escalate critical or unresolved cases to the relevant PIC
- Maintain accurate records of seller cases, actions taken, and resolution status
- Support daily CS monitoring and reporting, including case volume, resolution status, and key issue trends
- Provide feedback on recurring seller pain points to improve NSS processes and seller experience
Requirements
- Diploma or Bachelor's Degree in any field
- Prior experience in Customer Service, Call Center, Seller Support, Operations, or related roles is preferred
- Strong verbal and written communication skills
- Customer-oriented with the ability to handle complaints and difficult situations professionally
- Strong problem-solving and analytical skills
- Detail-oriented and able to maintain accurate case documentation
- Able to manage multiple cases and priorities in a fast-paced environment
- Strong follow-up and coordination skills with internal and external stakeholders
- Comfortable working with spreadsheets, trackers, and operational systems
- Willing to work a rotating shift schedule, including weekends and public holidays, based on operational needs
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