Customer Project Operations (Shopee Food)

Responsibilities

• Chatbot Operations: Manage and improve conversational automation, including content design, task flow, and monitor performance to improve customer resolution and experience
• System Management (CRM): Ensure smooth day-to-day operations across frontend and backend. Configure, troubleshoot, and enhance system features based on operational needs and issues.
• Project Coordination: Lead and support operational initiatives with internal and external teams. Assess impacts on Customer Service and prepare stakeholders for execution.
• Process Improvement: Identify opportunities for process optimization, design solutions, and work with stakeholders to resolve root causes.
• Stakeholder Communication: Provide clear updates, track progress, and communicate risks and resolutions to all relevant teams.
• Performance & Reporting: Monitor KPIs, analyze data trends, and prepare reports to support decision-making and target achievement.

Requirements

• Bachelor’s or Master’s degree in Engineering, BBA, or any related field
• Maximum 3 years of working experience. Fresh graduates are also welcome to apply
• Effective communication skills and good command of English
• Proficient in working with numbers and data organization, especially with MS Excel or Google Sheet
• Able to work effectively and efficiently towards goals in a complex, diverse and fast-paced environment
• Strong project management, logical thinking and problem-solving skills with initiatives
• Customer-oriented, open-minded, eager to learn, have good interpersonal skills and have team spirit
• Fluent in computer programming (e.g. SQL, Ui Path, Google App Script, JavaScript) is a plus