Shopee Xpress - Seller Recovery / Management for VIP Sellers (Mandarin Speaking) Analyst
Department Operations
Level Experienced (Individual Contributor)
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.
The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates.
The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
Job Description :
Oversee and improve seller retention, growth and satisfaction of Shopee Xpress VIP Sellers
Closely work with VIP Area Managers to ensure seller operational metrics are consistently met (including on time pick ups, pouch distribution, RTS (return to seller) and other seller concerns)
Serve as an escalation point for all seller-related concerns of VIPs and ensure they are addressed promptly
Professionally handle VIP complaints and opt out cases while identifying problems, root causes to provide feedback and observations for better seller experience.
Develop and execute the onboarding process and opt out / recovery process of VIP sellers
Train and educate VIP Area Managers on new seller guidelines and policies
May need to accompany Area Managers to assess seller’s operations and tailor recommendations for better experience
Develop relationships with key sellers and ensure engagement and adoption of best practices
Prepare regular high quality updates to be shared with Seller Management Lead
Requirements :
Bachelor’s Degree is required.
Preferably with 3 years of Business Development in related industries
Outstanding critical-thinking and interpersonal skills; able to work and communicate well with cross-functional parties.
Must be willing to station in Podium, Pasig office and do local travel, visit sellers.
Proficiency in MS Office and Google Suite
Strong communication skills in English and Mandarin.
