Buyer Chat Support - Customer Service (Level 3), SCommerce

Responsibilities

• Conduct troubleshooting for bug escalations.

• Participate in User Acceptance Testing (UAT) related to feature enhancements.

• Actively participate in Product meetings regarding feature enhancements.

• Identify gaps in IHS and Webchat systems for continuous improvement.

• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.

• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.

• Maintain dashboards and create or translate reports via Looker Studio.

• Develop Standard Operating Procedures (SOPs) and process flowcharts.

• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.

• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.

• Perform ratings and reviews migration.

• Bind shops in the Seller Operation Platform.

• Create SRM accounts

Requirements

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.

• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.

• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.

• AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.

• Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:

• Data Visualization: Creating and managing dashboards in Looker Studio.

• Information Gathering: Designing and deploying Google Forms.

• Data Analysis: Managing complex datasets and formulas in Google Sheets.

• Presentation: Crafting professional decks in Google Slides.

• Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.

• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.