Job Description

DepartmentOperations
LevelExperienced (Individual Contributor)
LocationPhilippines - Manila 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. Browse our Operations team openings to see how you can make an impact with us.

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• This role is the one which receives the confirmation that contracts for IC applicants have been signed by all signatories.
• The next step is to endorse these to FMS account creation and follow-up that account are created within the SLA.
• Once the accounts are created the deployment of these ICs are coordinated with the Hub Leads and reporting schedule is communicated to the ICs.
• Lastly this role is to check on the Hub Leads on the day of the agreed reporting day, and confirm attendance of the IC. If IC reports as per schedule the handover to hub ops is completed for fleet. However if IC does not report to the Hub, this will be escalated and disposition on how to move forward is coordinated with fulfillment team as well as Fleet Lead.
• In the event that IC is dropped or deferred from on-boarding, this role coordinates with IC sourcing on the need to replace this IC requirement. Secondly, this role is also responsible to entertain queries and concerns from ICs.
• On this matter IC are either directed to appropriate department where they can raise their concerns such as payments.While for operational matters this to be escalated depending on the guidelines on handling IC concerns.
• Lastly said role is the admin for the monthly awards program for the fulfillment team.

• Must have at least a 2 years of college education (not required to have graduated).
• Proficient with Microsoft Office or Google Sheets.
• Proficient in using emails, social media chat groups, Viber, Whatsapp, etc
• Experience in BPO/Call Center is an advantage.
• Can speak local and regional dialect of his/her assigned area.
• Experience in mass sourcing and hiring of personnel is an advantage