Customer Operations Analyst Scommerce

Job Description

• Conduct troubleshooting for IHS and Webchat bug escalations.
• Participate in User Acceptance Testing (UAT) related to feature enhancements.
• Actively participate in Product meetings regarding feature enhancements.
• Identify gaps in IHS and Webchat systems for continuous improvement.
• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.
• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.
• Maintain dashboards and create or translate reports via Looker Studio.
• Develop Standard Operating Procedures (SOPs) and process flowcharts.
• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.
• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
• Perform ratings and reviews migration.
• Bind shops in the Seller Operation Platform.
• Create SRM accounts.
  
  

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.
• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.
• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.