Cs Process Associate

hace 4 días


San Vicente Ferrer, Colombia Shopee A tiempo completo

The** **role is to deeply understand the entire marketplace ecosystem (sellers+buyers) in order to be able to continually propose more efficient ways to address our clients needs by perfectioning CS sales representatives process flows and to ultimately ensure fulfilling business KPIs such as CSAT, NPS, SLA, QA.

These improvements need to be organized, prioritized, executed and then communicated to our internal CS team and to local BPO's. Constant communication with different divisions and áreas within Shopee such as marketing, product development and others is a must.

**Key Responsibilities**:

- Detecting opportunities within our work flows by deeply understanding Shopee's buyer and seller's journeys.
- Continually monitor business KPIs of internal stakeholders and BPO's to identify where our efforts need to be prioritized.
- Ensure a high level of communication with our BPO's to constantly collect their perceptions as to how to improve our process flows.
- Effectively prioritize, communicate and lead business meetings with key internal stakeholders to ensure the correct implementation of a designated process backlog.
- Lead and coach support teams to develop their skills.
- Understand critical issues through accurate and focalized data analysis.
- Prepare multiple instances/ meetings with both internal and external stakeholders to support key projects and initiatives.
- Give visibility of backlog management to Operations local leadership.

**Requirements**:

- Bachelor's Degree in industrial engineering or Administration.
- 0-2 years of experience within process management and tracking KPIs.
- Advance excel / Spreadsheets management.
- Basic-intermediate SQL
- Experience developing and providing consolidated reporting.
- English intermediate - Advanced (preferred).
- Strong communication and writing skills necessary to build effective working relationships and positively influence decision making
- Demonstrated ability to meet tight deadlines while managing multiple competing projects in a fast-paced environment


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