[WangNoi] - Associate, Return Lead

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.

About the Team:

Manage and process return tasks & provide problem solving to Returns team

Job Description:

• Manage all return operation to control team and support manager


• Monitor the dashboard and analysis to follow daily performance


• Maintains quality service by enforcing quality and customer service standards


• Analyse and resolve quality and customer service problems, and recommend system improvements


• Coordinate with other related team to ensure that all run smoothly for Returns department  


• Train, motivate and coach employees as needed for service efficiency to customers and assessing employee performance  


• Provide helpful feedback, solution and training opportunities to team member


• Contribute team effort by accomplishing related results as needed.


• Ensure that staff members follow company policies and procedures.


• Accomplish operations and organisation mission by completing related results as needed


• Delegate work duties to staff to attain objectives and allocate use available resources using


• Review performance data (activity reports) to monitor and measure productivity, goal progress and activity levels


• To perform any other duties assigned by Manager

Requirements:

• Bachelor’s Degree or higher in Logistic management, supply chain or any related field  


• At least 3 years of working experience for Return and Quality Control (e-commerce is highly preferred)


• Be able to communicate in English  


• Problem solving skills and Conflict management


• Ability to work under deadlines and pressure


• Good interpersonal, communication and negotiation skills.


• Good team player


• Proficient with Microsoft Excel  


• Able to work on shift and day-off when required