Job Description You will help deliver best-in-class customer experience across Shopee's regional markets by driving AI-powered automation, operational efficiency, and data-led decision-making in close partnership with local Customer Service (CS) teams and upstream operational partners.
AI & Automation - Drive chatbot and AI automation initiatives to improve customer experience and operational efficiency
- Identify automation opportunities through contact data analysis and translate insights into product, process, or workflow improvements
Operational Excellence - Support local Customer Service (CS) teams on agent performance management, workforce planning, and capability building
- Develop and track customer experience metrics, and generate actionable insights to support continuous improvement initiatives
Upstream Demand Management - Identify and diagnose root causes of customer contac...