Operations Support (Contract) (ShopeeFood)

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:

• Handle Ocha POS installation for new customers from online channels and provide training on Ocha features based on the shop’s operations
• Support customers when they face POS-related issues and coordinate with internal teams for further support when needed
• Assist customers with backup POS device requests and follow up on device returns
• Handle webform leads and conduct reactivation calls to encourage churned users to resume the service
• Train new sales team members on Ocha-related topics, including product overview, key features, installation process, common issues, and basic troubleshooting
• Create and maintain online training materials, user guides, and tutorial videos to help customers better understand Ocha features  

Requirements:

• Bachelor’s degree in any field is acceptable
• Strong willingness to learn with a proactive mindset
• Good communication skills, with the ability to clearly explain and support customers, along with strong problem-solving skills
• Customer-oriented with a good service mindset
• Basic technical knowledge of POS systems is preferred
• Basic understanding of restaurant back-end operations is a plus
• Previous experience in a related role is a plus