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Junior Project Operations (CS Performance) (ShopeePay)
Full-time
Job Description
Analyze and monitor Customer Service performance metrics, find gaps and potential improvement to meet and constantly push the target.
Identify working process gaps and come up with solutions to ensure a seamless customer experience and turn dissatisfied customers into satisfied customers.
Conduct research, analysis, and benchmarking across markets to increase performance and reduce complaint cases.
Drive automation initiatives to optimize workflows and improve UI/UX, working cross-functionally with stakeholders to deliver scalable operational solutions.
Prepare necessary reporting by collecting, monitoring, analyzing, and summarizing data trends.
Requirements
Bachelor or Master degree in Engineering, Business, or any related fields.
0–3 Years of working experience.
Effective communication skills and good command of English.
Proficient in working with numbers, data, and visualization.
Strong analytical mindset with the ability to leverage performance data to identify opportunities and drive measurable improvements.
Experience with SQL, coding, AI-powered tools, or workflow automation platforms is a plus.
Customer-oriented, open-minded, and eager to learn and explore new things.
Good interpersonal skills and have team spirit with a 'Can-do' attitude.
Has a passion for the Fintech industry.
