- Published detailed SOP or Work Instructions on the RR G-Site- Managed RR G-Site- Managed soft skill material and product knowledge for Agent, Associate and QA (Internal and External)- Managed weekly or monthly quiz and give refreshment related product knowledge for RR Agent, Associate and QA- Managed agent for attend the Shopee Academy- Training Operations & Support team for new SOP- Meeting with Regional Team (Singapore) related dispute SOP- Managed DMS Assistant Tools (SOP Automation for agents)- Weekly meeting with Operations & QA to discuss unclear SOP

- Monitoring the progress of work carried out by staff- Responsible for coordinating in fostering solid team work.- Responsible for achieving predetermined work targets and in accordance with the rules.- Coordinate all team activities in managing all at the office.- Check the results of work that has been carried out.- Help provide proper direction at each briefing and provide guidance to the agent or employee who is wrong in providing solutions.- Guiding and directing team members in carrying out work- Make a report on the performance results every week- Daily catch up with team member- Handling Hard Complaint from user (Walk In, Call, E-mail)- Daily brainstorming with SPV & Manager for Hard to Judge case

• Monitoring the progress of work carried out by staff• Responsible for coordinating in fostering solid team work• Responsible for achieving predetermined work targets and in accordance with the rules.• Coordinate all team activities in managing all at the office.• Check the results of work that has been carried out.• Help provide proper direction at each briefing and provide guidance to the agent or employee who is wrong in providing solutions.• Guiding and directing team members in carrying out work• Make a report on the performance results every week• Responsible for handling Digital Goods and Fintech problems such as mutual funds, bill payments, and travel entertainment

• Responsible for coordinating in fostering solid team work• Responsible for achieving predetermined work targets and in accordance with the rules.• Check the results of work that has been carried out.• Help provide proper direction at each briefing and provide guidance to the agent or employee who is wrong in providing solutions.• Make a report on the performance results every week

• Meet with users both Seller and Buyer to help solve problems experienced such as dissatisfaction in transactions, fraud, problems lost, damaged or want to know about Tokopedia• Working on claims for lost and damaged goods and monitoring their progress• Providing direction and the right solution for the user for the constraints can be resolved properly• Mediation with third parties, namely shipping couriers if there are fraud problems.• Assist in analyzing the constraints of fraud or fraud in buying and selling transactions• Connect with logistics partners

• As an intermediary that neutralizes discussions between Buyers and Sellers.• As decision makers during discussions when Buyers and Sellers do not reach a discussion agreement.• Admin confirms the discussion between Buyers and Sellers.