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Project Operations (AI Automation) (ShopeePay)
Full-time
Job Description
Own and manage end-to-end customer service operations, ensuring service quality, operational efficiency, SLA compliance, and customer satisfaction.
Proactively identify service gaps, operational inefficiencies, and customer pain points; drive improvement initiatives to enhance customer experience and operational effectiveness.
Apply analytical techniques to evaluate contact volume, service performance, customer behavior, and root causes; translate complex data into actionable insights to support operational and strategic decision-making.
Design, build, and maintain automation tools, dashboards, and operational reports to improve monitoring capabilities, streamline workflows, and reduce manual workload.
Explore and implement AI-driven solutions, self-service features, and customer service technologies to improve agent productivity, reduce contact volume, and enhance customer experience.
Collaborate with Product, Developer, Risk, Compliance, and other stakeholders to improve CRM capabilities, customer service systems, and end-to-end customer journeys.
Lead continuous improvement initiatives to optimize resource utilization, improve service quality, and scale customer service capabilities to support business growth.
Requirements
Bachelor's or Master's degree in Engineering, Business Administration, or any related field.
Ability to work effectively in fast-paced, complex environments with strong analytical and problem-solving skills.
Detail-oriented, well-organized, and able to work collaboratively with cross-functional teams.
Customer-oriented mindset with good communication and interpersonal skills; good command of English.
Proficient in data handling and analysis, with experience or a strong interest in process improvement and automation; SQL and coding or scripting experience (e.g., Google Apps Script, JavaScript, Python) is a plus.
Strong interest in customer experience, AI, automation, customer service technologies, or FinTech operations.
Experience or familiarity with CRM systems, contact center operations, workforce management, or quality assurance is a plus.
