Job Description

Position : Senior Associate / Associate, Merchant Success - SHOPLINE MALAYSIA

About Shopline:

SHOPLINE is Asia\xe2\x80\x99s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We\xe2\x80\x99re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

What You\xe2\x80\x99ll Be Doing:

• Understand merchant concerns and guide merchants to resolve their concerns
• Deep dive and troubleshoot technical questions, liaise with product engineers to provide timely updates to merchants
• Understand the current system\xe2\x80\x99s capabilities and limitations, and continuously suggest improvements to systems and processes to better support merchants
• Manage communication channels, including phone calls, whatsapp, email and chat channels
• Ensure appropriate resolution of customer complaints that all actions are implemented and verified for effectiveness.
• Provide performance monitoring of KPIs, identify trends and issues in service quality.
• Assist other departments when required
• You\xe2\x80\x99ll report directly to the team manager in Singapore but you will be based in Malaysia.

• 1~2 yrs Merchant Success or Operations experience, fresh graduate also welcome
• Open and willing to learn new things
• Analytical, data-driven and detail oriented
• Enjoy working in a fast-paced and dynamic environment
• Strong customer-centric decision-making skills
• A team player, willing to help others when they are in need
• Experience in providing customer service support or E-Commerce/ Marketplace operations highly preferred
• Strong sense of responsibility and accountability

Shopline