Huda I. Email and Phone Number

1. Review a subset of agents’ work from the allocated tasks.2. Analyze and perform an unbiased evaluation of all CSmetrics, and create reports that reflect agents’ weeklyperformance.3. Participate in calibration sessions (coaching/training) tomaintain consistency and good quality of work when handlingcustomers.4. Review and ensure the customer’s dissatisfaction whendisputing the return and refund request is reduced from timeto time.5. To establish meaningful and positive customer experiencesin Shopee by providing insight relating to CSAT.6. Providing and attending WBR with the clients (bi-monthly)regarding the agents’ performance and CSAT analysis.

1. Responsible for facilitating the resolution of conflictsbetween parties.2. Solve routine and complex problems while adhering to theSOP guidelines.3. Provide appropriate solution and alternatives within timelimits.4. Attending multiple cases (more than 100) a day andensuring it was solved on time.5. Making calls to the customer to ensure the solutionprovided are agreed before solving their case.