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Customer Service Delivery Support Coordinator, Operational Excellence, Shopee Xpress SG

POSTED ON 4/22/2025 AVAILABLE BEFORE 6/22/2025
Shopee Singapore, Full Time

Department Operations
LevelExperienced (Individual Contributor)
LocationSingapore

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.

Job Description:
  • Ensure and monitor daily jobs dispatch to the drivers
  • Manage daily pickup allocations to drivers
  • Processing orders, requests & resolving problem shipments
  • Liaising with internal stakeholders on seller/buyer issues
  • Coordinate with customers, suppliers, and our logistics partners to ensure excellent customer service
  • Respond & follow up with customer enquiries for any missing/late deliveries
  • Able to answer enquiries and tickets within the timeline
  • Checking the proof of delivery according to the SOP
  • Create Reporting and insights for Operational Excellence Team
  • Assist the Operational Return Team with ad hoc duties
Requirements:
  • Minimum 3 years of customer service support
  • Experienced with MS Office skills
  • Patient and skillful in conflict resolution
  • Possesses high responsibility, disciplined and detail oriented
  • Good interpersonal and communication skills
  • Preferably a background in supporting delivery related enquiries

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