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DepartmentOperations
LevelInternship
LocationMalaysia - Kuala Lumpur
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.
Job Description:
Appeal & Escalation:
- Review & Investigate appeal cases for false positive account actions for Shopee Marketplace
- Acts as the first line of response against reported/escalated fraud & scam cases.
- Reinvestigations in fraud & abuse cases investigated by Buyer & Seller Review.
- Manage the fraud cases while balancing between customers' needs and the company's benefits.
- Cooperate with different teams to monitor & analyze the data for fraud trends, and false positives through reinvestigations and participate in assisting the review team to form preventive measures.
Buyer Review:
- Review a user-reported list of various fraud-related claims.
- Perform a front-end check to identify risky sellers.
- Conducts investigations on violations of our benefits/promotions.
- Work with stakeholders to identify & report new fraud trends or MO, system issues, from daily report investigation to initiating preventive measures.
Requirements:
- Open for all final-year students of any major with a Bachelor's degree or higher.
- Able to commence a full-time internship for a minimum of 3 months.
- Detailed-oriented and able to solve problems efficiently in a dynamic working environment.
- Good analytical skills and comfortable handling data.
- Strong Microsoft Excel skills.
- Having customer service experience is a plus.
- Proficiency in SQL is a plus.
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