Analista Pleno de Customer Experience

Department: Operations

Level: Experienced (Individual Contributor)

Location: Brazil - São Paulo

The Operation teams at Shopee cover 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:

About Shô:

Here at Shô, we believe that every team member is essential to our success, and that diversity of perspectives and experiences is crucial to driving our business and fulfilling our purpose of making the world a better place.

Being part of our team is an opportunity to grow within a culture of high agility. If you love taking on great responsibilities and doing what has never been done before, Shô is your place. Here you will face great challenges, work in collaboration with a diverse team, and contribute to the future of e-commerce in Brazil, creating a positive impact in the lives of millions.

Work Model:

We adopt a hybrid work model, allowing people to adjust their work environment according to their personal needs while promoting collaboration and interaction in the office.

Your Mission:

Ensure customer service excellence by mapping improvement opportunities in processes, policies, and products, as well as implementing strategic projects to continually enhance the experience of Shopee's partner drivers.

Your Daily Activities:

• Understand and anticipate user issues by contributing solutions and initiatives based on customer pain points and perceptions (VoC - Voice of Customer);


• Monitor, analyze, identify trends, and make decisions based on performance data and KPIs such as contact rate, Burn, CSAT, FCR, among others;


• Contribute solutions and initiatives based on customer pain points and perceptions (VoC - Voice of Customer);


• Map scenarios and create/revise customer service processes and FAQs;


• Support continuous improvement initiatives to keep the customer at the center of business decisions;


• Interpersonal relationship skills, communication, and interaction with different stakeholders;


• Collaborate with conversion, communication, and training teams.

Requirements:

What you need to take on the challenge:

• Complete higher education preferably in administration, marketing, engineering, or related areas;


• Knowledge in continuous improvement strategies and process optimization;


• Experience in implementing technological solutions aimed at improving customer experience;


• Intermediate English;


• Intermediate knowledge of Excel, PowerPoint, and Google Drive (Sheets, text documents, and presentations).

Benefits:

• Medical and dental assistance, extending to dependents;


• Partnership with Gympass and TotalPass;


• Flexible meal/food allowance;


• Transportation allowance, mobility allowance, or on-site parking;


• Flexible benefits;


• Zenklub;


• Discretionary annual bonus tied to performance.

COME MAKE HISTORY WITH US.

WHAT MAKES YOU UNIQUE, MAKES US BETTER!