CS Operations - Contract (SPX Express)

Shopee

Singapore

2-4 Years

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Posted 15 hours ago
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Job Description

Job Description:

Provide real-time consultation and support to agents during customer interactions to ensure effective issue resolution and customer satisfaction
Monitor SLA performance, identify breaches or aging cases, and drive timely follow-up actions
Review agent performance metrics including CSAT, QA scores, productivity, attendance, provide ongoing coaching and development support
Monitor real-time operational metrics such as queue status, occupancy, hold time, talk time, and workload distribution to maintain service efficiency
Ensure agents adhere to assigned schedules, shifts, and break times accurately
Ensure compliance with SOPs, QA standards, operational guidelines, and company policies
Coordinate with Operations teams and stakeholders regarding new features, SOP updates, process changes, and operational directions.
Support ad hoc operational tasks and projects as assigned

Requirements:

Bachelor's degree in any field
Minimum 2-3 years of experience in a Call Center, Customer Service, or Operations role
Prior experience in a Team Lead or supervisory role is preferred
Strong leadership, coaching, and problem-solving skills
Excellent communication and stakeholder management skills
Ability to manage multiple tasks and work in a fast-paced environment
Familiar with SLA, QA, CSAT, and contact center KPIs
Strong decision-making skills
Proficient in Microsoft Office and call center systems/tools
Able to work in shifts and 6 days per week

More Info

Job Type:

Permanent Job

Industry:

Internet /E-commerce

Function:

Call Center Operations

Employment Type:

Full time

About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 149385813

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Last Updated: 22-06-2026 07:02:32 AM

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