Service Point, Relationship Manager - SPX Express

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:

Account Management 

• Serve as the primary point of contact for managed SPX service points


• Foster strong relationships with partners to maintain high service levels


• Address operational inquiries, concerns, and escalations from partners

Partner Onboarding and Support 

• Provide online training and one month of incubation support to new partners


• Ensure new partners are well-equipped and knowledgeable about processes and standards
   
  

Performance Monitoring and Improvement 

• Monitor key performance metrics of partners and provide insights or recommendations for improvement


• Closely track stuck parcels to prevent losses and ensure a positive user experience

Periodic Partner Visits 

• Schedule regular visits to partners for performance reviews


• Assess partner operations and provide feedback for continuous improvement.

Requirements:

• Bachelor's Degree or Diploma in the related field


• Strong communication skills, both written and verbal


• Good team player


• Adaptive with the dynamic working culture