Customer Experience Associate - Operations (Mandarin Speaker)

Customer Experience Associate - Operations (Mandarin Speaker)

Shopee Manila, National Capital Region, Philippines

Job Description

• Serve as the main point of contact for escalated seller concerns, ensuring timely, accurate, and policy‑compliant resolutions.
• Investigate escalation cases, analyze trends, and identify root causes to address recurring or systemic issues.
• Partner with cross‑functional teams to recommend and implement process improvements and refine SOPs.
• Maintain a professional, empathetic, and solution‑oriented approach when handling sensitive or complex situations.
• Ensure proper documentation, adherence to escalation protocols, and timely handoff of unresolved or critical cases.
• Participate in calibrations, share best practices, and collaborate with teams to enhance quality and operational efficiency.

Requirements

• Proficient in Mandarin (verbal and writ...