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Customer Experience, Voice of Customer (Shopee)

Shopee (thailand) Company Limited
Shopee (thailand) Company Limited (Bangkok, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
Shopee (thailand) Company Limited
Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support. Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies. Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.

About this position

The Customer Experience, Voice of Customer position at Shopee focuses on collecting, analyzing, and synthesizing customer feedback to enhance customer experiences and promote a customer-centric culture.

Responsibilities

• Collecting customer feedback:
• Surveys and Polls: Collaborate with regional and local stakeholders to design and administer surveys to gather customer opinions.
• Interviews and Focus Groups: Conduct in-depth interviews and focus groups to gain qualitative insights.

• Analyzing and synthesizing feedback:
• Data Analysis: Use statistical tools and qualitative analysis to interpret customer feedback.
• Sentiment Analysis: Assess customer sentiments and trends from feedback and social media.

• Developing improvement strategies:
• Action Plans: Create actionable recommendations based on feedback to enhance customer experiences.
• Performance Metrics: Establish metrics to measure the impact of improvements on customer satisfaction.

• Advocates customer centric culture:
• Cultural Advocacy: Promote a culture that prioritizes customer feedback and continuous improvement.
• Engagement Initiatives: Foster initiatives that engage customers and encourage feedback.

• Evaluating competitive landscape:
• Benchmarking: Analyze competitors’ customer feedback strategies and performance to identify opportunities for improvement.

Requirements

• At least 2-5 years of experience in e-commerce and/ or consulting fields with strong contribution on research and project management.
• Bachelor’s/Master’s degree, preferably in Business, Finance, Economics, or related fields.
• Acute deductive skills (customer feedback and comments), with exceptional problem-solving capabilities and attention to details.
• Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation, including experience in management presentation.
• Strong with data and able to interrogate data to reach the right conclusion / drive solutions.
• Ability to manage multiple projects/ workstreams end-to-end.
• Strong leadership, communication and negotiation skills and is strong in influencing others.
• Adaptive to change and flexible in an evolving fast-paced international environment.
• Ability to highly multi-task under pressure and manage time constraints independently.
• Excellent written and verbal communication skills both in Thai and English.
• Team player, fast learner, assertive and proactive.