Rider Support, SPX Express

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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.

• Daily perform to internal audit samples to control/ ensure the Rider’s service quality and performance
• Handling escalation complaints about Riders from other relevant Teams, deep dive and identifying Riders violations, give final resolution ensuring the customer excellence and operation as well.
• Work closely with Ops (Hub Leads/Sups, Ops Support, AOMs, ROMs) to raise the Rider’s pain points, performance, abnormal issues, monitor the Rider’s improvement to ensure the strictly comply policy and smooth operation of Ops.
• Monitor risk-management procedures, and maintain and analyze problem logs to identify and report recurring issues to management and product development.
• Closely monitor key performance indicators (KPIs) to achieve the Team targets required by management.

• Have a basic understanding about dig/clean data from primary and secondary sources
• Ability to design, create dashboard and maintain relevant and useful databases and data system

• Knowledge of quality assurance terminology, methods, and tools.
• 2 years of experience developing and building the quality assessment regulations, QA/QC the Rider’s quality management.
• Demonstrated knowledge of testing best practices, version control practices and defect management practice
• Excellent communication skills (verbal & written).
• Ability to solve problems quickly and independently while working in a fast paced environment
• Intermediate to advanced reporting skills
• Excellent ability to identify and analyze data for trends
• Experience in providing performance feedback
• Excellent time management and ability to work under pressure
• Critical and logical thinking
• Basic communication in English