Customer Service - Process Excellence Associate - Shopee

​Process Understanding & Basic Analysis

• Learn and understand current Customer Service / Return - Refund processes to gain practical operational knowledge.

• Support in gathering information and identifying issues (pain points) or areas for improvement from both customer and operational perspectives.

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Collaboration & Communication

• Coordinate with relevant teams to collect data and information for process improvement initiatives.

• Communicate clearly and provide regular updates to supervisors and stakeholders.

SOP Support

• Assist in drafting, updating, and maintaining Standard Operating Procedures (SOPs) under the guidance of senior team members.

• Ensure that SOP documents are clear, easy to follow, and relevant to day-to-day operations.

Process Review & Improvement

• Help review the effectiveness of existing processes through basic key performance indicators (KPIs) such as customer satisfaction and processing time.

• Contribute ideas or simple solutions to improve work efficiency.

• Stay curious and learn about basic customer service management practices and trends.

Yêu cầu công việc:

• Fresh graduates or candidates with less than one year of relevant experience

• Strong willingness to learn and improve problem-solving skills

• Basic analytical thinking and a customer-first mindset

• Detail-oriented, responsible, and able to manage tasks in a fast-paced environment

• Proficient in both English and Vietnamese (spoken and written)

• Internship or exposure to e-commerce/retail, lean/Six Sigma, or basic data analysis will be a plus

• Working time: 9am - 6pm,  Mon - Fri (but sometime need to shiftwork base on job require).

Please note that only shortlisted candidates will be contacted for the next steps within three week