51 Marketplace Operations jobs in Malaysia

ZALORA is looking for an analytical and process-oriented person with an interest in fashion and operations management to join our team based in Kuala Lumpur. This role will be a part of the Marketplace Operations team, managing the business operations of over 1000+ high-profile brands in ZALORA Marketplace across regions. This is a dynamic role in a fast-paced and growing marketplace business, offering an opportunity to support high-level business decision-making and gain extensive regional and cross-functional exposure.

Responsibilities:

• Analyze the marketplace operations processes and large datasets to gather process insights and propose process improvement ideas, primarily focusing on seller experience
• Implement Tech-supported improvements in the Zalora Seller Center system
• Prepare structured business cases to evaluate potential business opportunities
• Contribute to critical project management phases such as project planning, stakeholder communication, and improvement execution
• Create and send out KPI reports to Operations leaders and other project stakeholders
• Maintain existing Dashboards and design/develop new ones if necessary
• Support in additional data research/requests, or analysis as required
• Identify opportunities for process automation and implement solutions to reduce manual tasks

Requirements:

• Bachelor's Degree in Business, Statistics, Engineering, or other Quantitative degrees
• 1-3 years working experience in a process improvement or project management role within e-commerce/internet startups, manufacturing or logistics companies, or consulting firms
• Experience with Looker and SQL, BigQuery, and/or other Business Intelligence packages. Very good knowledge of Microsoft Excel is a must.
• Excellent spoken and written English
• Excellent logical thinking and problem structuring, comfortable using flow charts and other workflow mapping tools to express connections between activities and processes
• Comfortable working with numbers and interested in gaining insights from large datasets
• Have passion for operations and continuous process improvement
• Eager to learn, can-do attitude, comfortable working in a multicultural, fast-paced, dynamic environment
• Eager to build a career in process design and project management within a leading e-commerce company

Wonderhowit'sliketobuildyourcareerwithZALORA?Inspiredbyemployees,webelieveyou'llbeinfor:

• Anexcitingplatformtomakeyoursuccessstory
• Havetheutmostcareforyourmentalandphysicalwellbeing
• Flexibilityweavedintoyourlifestyle
• Aseamlessworkenvironmentwithafriendly&team-fueledculture
• Careergrowthalignedtoyourprofessionalandpersonalneedsandgoals

Wanttostayaheadwithourdevelopments?Followusatour LinkedIn pageandknowmoreaboutusfromour careerwebsite .

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines, Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group

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ZALORA is looking for an analytical and process-oriented person with an interest in fashion and operations management to join our team based in Kuala Lumpur. This role will be a part of the Marketplace Operations team, managing the business operations of over 1000+ high-profile brands in ZALORA Marketplace across regions. This is a dynamic role in a fast-paced and growing marketplace business, offering an opportunity to support high-level business decision-making and gain extensive regional and cross-functional exposure.

Responsibilities:

• Analyze the marketplace operations processes and large datasets to gather process insights and propose process improvement ideas, primarily focusing on seller experience
• Implement Tech-supported improvements in the Zalora Seller Center system
• Prepare structured business cases to evaluate potential business opportunities
• Contribute to critical project management phases such as project planning, stakeholder communication, and improvement execution
• Create and send out KPI reports to Operations leaders and other project stakeholders
• Maintain existing Dashboards and design/develop new ones if necessary
• Support in additional data research/requests or analysis as required
• Identify opportunities for process automation and implement solutions to reduce manual tasks
• Lead and manage a team, including performance management, goal setting, and feedback

Requirements:

• Bachelor's Degree in Business, Statistics, Engineering, or other Quantitative degrees
• Minimal 3 years working experience in a process improvement or project management role within e-commerce/internet startups, manufacturing or logistics companies, or consulting firms
• Experience in managing a team, preferably in a diverse and hybrid environment. Ability to set, track, and deliver on team goals and OKRs.
• Experience with Looker and SQL, BigQuery, and/or other Business Intelligence packages. Very good knowledge of Microsoft Excel is a must.
• Excellent spoken and written English
• Excellent logical thinking and problem structuring, comfortable using flow charts and other workflow mapping tools to express connections between activities and processes
• Comfortable working with numbers and interested to gain insights from large datasets
• Have passion for operations and continuous process improvement
• Eager to learn, can-do attitude, comfortable working in a multicultural, fast-paced, dynamic environment
• Eager to build a career in process design and project management within a leading e-commerce company

Wonderhowit'sliketobuildyourcareerwithZALORA?Inspiredbyemployees,webelieveyou'llbeinfor:

• Anexcitingplatformtomakeyoursuccessstory
• Havetheutmostcareforyourmentalandphysicalwellbeing
• Flexibilityweavedintoyourlifestyle
• Aseamlessworkenvironmentwithafriendly&team-fueledculture
• Careergrowthalignedtoyourprofessionalandpersonalneedsandgoals

Wanttostayaheadwithourdevelopments?Followusatour LinkedIn pageandknowmoreaboutusfromour careerwebsite .

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines, Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.

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Procurement Executive - Operations, Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Procurement Executive - Operations, Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Procurement Executive - Operations, Marketplace role at Shopee

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• Responsible for processing purchase requests on a daily basis, including understanding requirements, sourcing, RFQ, comparison, awarding, invoice processing and coordination.
• Identify and evaluate potential suppliers, vendors, and contractors based on factors such as price, quality, reliability, and delivery capabilities.
• Manages negotiations with vendors and ensures services provided meets requirements and are up to expectations.
• Coordinate purchasing activities with related departments/teams and requestors
• Work closely with the Finance team to ensure timely and accurate invoice and payment processing.
• Overseas contract managements between vendors, legal team and Business Units.
• Monitor and tracking on purchases and expense reports on a weekly basis, but not limited to cost analyses and suppliers’ performance.
• Assist and support in all areas for the procurement team whenever needed in aligned to Procurement Policy.
  
  

Job Description

• Responsible for processing purchase requests on a daily basis, including understanding requirements, sourcing, RFQ, comparison, awarding, invoice processing and coordination.
• Identify and evaluate potential suppliers, vendors, and contractors based on factors such as price, quality, reliability, and delivery capabilities.
• Manages negotiations with vendors and ensures services provided meets requirements and are up to expectations.
• Coordinate purchasing activities with related departments/teams and requestors
• Work closely with the Finance team to ensure timely and accurate invoice and payment processing.
• Overseas contract managements between vendors, legal team and Business Units.
• Monitor and tracking on purchases and expense reports on a weekly basis, but not limited to cost analyses and suppliers’ performance.
• Assist and support in all areas for the procurement team whenever needed in aligned to Procurement Policy.
  
  

Requirements

• At least 1-2 years’ experience in procurement scope.
• Willing to travel (in and out from Klang Valley) when necessary.
• Required computer skill(s): Intermediate in Microsoft Excel, Power Point
• Good negotiation and analytic skills, proactive, able to adapt to new environments quickly and willing to learn.
• Basic understanding on P2P (purchasing to payment).

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Internet Marketplace Platforms and Technology, Information and Internet

Referrals increase your chances of interviewing at Shopee by 2x

Get notified about new Procurement Executive jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia .

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Workforce Management - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Workforce Management - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Workforce Management - Operations, MY Marketplace role at Shopee

• Workforce Planning: Develop and maintain accurate workforce forecasts based on historical data, seasonality and business trends. Multi-functional collaboration to adjust workforce plans based on changes in demand and business priorities.
• Scheduling: Create, manage and optimize agent schedules for both Inhouse and BPOs aligned with the forecasted demand.
• Manages DMS tools for auto assignments setup, capacity changes and productivity settings.
• Able to run ad-hoc analysis to identify any operational challenges and to prepare action plans to mitigate the concerns.
• Real-time Monitoring: Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.).
• Schedule Adherence Management: Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents’ adherence to schedule.
• Alert Management: Respond to alerts and escalations related to RR cases, system issues, service disruptions and take necessary actions to mitigate the impacts to operations.
• Collaboration: Collaborate closely with Operations team to ensure effective communication and coordination for day-to-day operations.
  
  

Job Description

• Workforce Planning: Develop and maintain accurate workforce forecasts based on historical data, seasonality and business trends. Multi-functional collaboration to adjust workforce plans based on changes in demand and business priorities.
• Scheduling: Create, manage and optimize agent schedules for both Inhouse and BPOs aligned with the forecasted demand.
• Manages DMS tools for auto assignments setup, capacity changes and productivity settings.
• Able to run ad-hoc analysis to identify any operational challenges and to prepare action plans to mitigate the concerns.
• Real-time Monitoring: Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.).
• Schedule Adherence Management: Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents’ adherence to schedule.
• Alert Management: Respond to alerts and escalations related to RR cases, system issues, service disruptions and take necessary actions to mitigate the impacts to operations.
• Collaboration: Collaborate closely with Operations team to ensure effective communication and coordination for day-to-day operations.
  
  

Requirements

• At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.
• Strong mathematical, statistical, and analytical skills.
• Strong organizational skills and detail oriented.
• Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.
• Excellent oral and written communication skills and interpersonal skills.
• Proficient in English (both verbal and written).
• Eager to work in a small team and fast-paced environments.
• Comfortable working with people from diverse cultural backgrounds.
• Bachelor's degree or above.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Internet Marketplace Platforms and Technology, Information and Internet

Referrals increase your chances of interviewing at Shopee by 2x

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Workforce Management - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join or sign in to find your next job

Join to apply for the

Workforce Management - Operations, MY Marketplace

role at

Shopee Workforce Management - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the

Workforce Management - Operations, MY Marketplace

role at

Shopee Workforce Planning: Develop and maintain accurate workforce forecasts based on historical data, seasonality and business trends. Multi-functional collaboration to adjust workforce plans based on changes in demand and business priorities. Scheduling: Create, manage and optimize agent schedules for both Inhouse and BPOs aligned with the forecasted demand. Manages DMS tools for auto assignments setup, capacity changes and productivity settings. Able to run ad-hoc analysis to identify any operational challenges and to prepare action plans to mitigate the concerns. Real-time Monitoring: Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.). Schedule Adherence Management: Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents’ adherence to schedule. Alert Management: Respond to alerts and escalations related to RR cases, system issues, service disruptions and take necessary actions to mitigate the impacts to operations. Collaboration: Collaborate closely with Operations team to ensure effective communication and coordination for day-to-day operations.

Job Description

Workforce Planning: Develop and maintain accurate workforce forecasts based on historical data, seasonality and business trends. Multi-functional collaboration to adjust workforce plans based on changes in demand and business priorities. Scheduling: Create, manage and optimize agent schedules for both Inhouse and BPOs aligned with the forecasted demand. Manages DMS tools for auto assignments setup, capacity changes and productivity settings. Able to run ad-hoc analysis to identify any operational challenges and to prepare action plans to mitigate the concerns. Real-time Monitoring: Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.). Schedule Adherence Management: Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents’ adherence to schedule. Alert Management: Respond to alerts and escalations related to RR cases, system issues, service disruptions and take necessary actions to mitigate the impacts to operations. Collaboration: Collaborate closely with Operations team to ensure effective communication and coordination for day-to-day operations.

Requirements

At least 2 years of experience as a Real-Time Analyst, WFM or any related roles. Strong mathematical, statistical, and analytical skills. Strong organizational skills and detail oriented. Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus. Excellent oral and written communication skills and interpersonal skills. Proficient in English (both verbal and written). Eager to work in a small team and fast-paced environments. Comfortable working with people from diverse cultural backgrounds. Bachelor's degree or above. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Other Industries Internet Marketplace Platforms and Technology, Information and Internet Referrals increase your chances of interviewing at Shopee by 2x Sign in to set job alerts for “Workforce Management Specialist” roles.

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About The Team

We are looking for a Chatbot Project Management to join our e-commerce customer service team and drive the next phase of chatbot innovation. In this role, you will lead the rollout of next-generation AI features and systems within the chatbot space.

• Lead strategic initiatives to modernize and scale our chatbot operations.
• Drive the planning and rollout of next-generation AI features and backend systems for chatbot use cases.
• Ensure end-to-end execution of new capabilities—from pilots to full-scale deployment—making sure they are well-integrated, adopted, and delivering measurable impact.
• Work closely with internal teams across Operations, Business Development, and Product to bring AI-driven innovations to life and elevate the overall customer experience.

Job Description

• Lead and manage digital transformation projects focused on chatbot unification, operational scalability, and user experience improvement.
• Drive the planning, rollout, and adoption of new AI/chatbot features and backend systems for local market adoption.
• Create rollout playbooks, progress trackers, and roadmaps to support scalable implementation.
• Work cross-functionally with regional CS, Product, and Business teams to align priorities, identify blockers early, and deliver roadmap outcomes.
• Track project KPIs and support data-driven decisions through structured reporting and insights.
• Propose improvements for the continuous enhancement of Shopee’s chatbot capabilities.

Requirements

• 2–4 years of experience in project management, digital transformation, or strategy roles; prior experience in the rollout of new IT or AI systems is a plus.
• Strong project management and stakeholder engagement skills—able to drive alignment and execution across multiple teams.
• Analytical mindset with comfort in using data (Excel, dashboards) to diagnose issues and evaluate impact.
• Excellent communication and presentation skills in English and BM; Mandarin is a plus.
• Proactive, adaptable, and able to thrive in fast-paced, ambiguous environments.

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Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Content Writer - Operations, MY Marketplace role at Shopee

• Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
• SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
• Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
• User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
• Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
• Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs.
• End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience.
• Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).
  
  

Job Description

• Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes.
• SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support.
• Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base.
• User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources.
• Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement.
• Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs.
• End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience.
• Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).
  
  

Requirements

• Bachelor’s degree or equivalent.
• 2-4 years of experience as a copywriter or content writer.
• Excellent communication skills in Bahasa Melayu and English, both written and verbal.
• Experience with a social media handle portfolio is highly desirable.
• Strong attention to detail and accuracy in content creation and management.
• Flexible approach with a willingness to adapt ideas to fit brief requirements.
• Strong interpersonal skills and the ability to work effectively in a team.
• Capable of working under pressure and delivering within tight timelines when necessary.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Internet Marketplace Platforms and Technology, Information and Internet

Referrals increase your chances of interviewing at Shopee by 2x

Get notified about new Content Writer jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia .

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Project Manager - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Project Manager - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Project Manager - Operations, MY Marketplace role at Shopee

About The Team

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 and after the buyer receives it. The team analyses and monitors operational KPIs locally with a regional perspective. The Operations team comprises disciplines consisting but not limited to Customer Service, Payment, Listings, Logistics, Seller Operations and Fraud.

About The Team

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 and after the buyer receives it. The team analyses and monitors operational KPIs locally with a regional perspective. The Operations team comprises disciplines consisting but not limited to Customer Service, Payment, Listings, Logistics, Seller Operations and Fraud.

Job Description

• Design initiatives using analytical and conceptual problem-solving methodologies to strategically improve users’ and partners’ experiences at Shopee.
• Identify function/ product gaps and initiate transformational projects/ initiatives.
• Be involved in complex end to end projects - from concept, feasibility, and financing; through planning, statutory process, and design; into commissioning and operational readiness.
• Acquire a deep understanding of the technical and/or business aspects of the transformations to effectively manage deliverables and resources.
• Act as point of contact as well as communicating strategies and objectives between departments within the company to drive project success.
• Work with function stakeholders to lead and drive projects that enable business improvement and transformation.
• Communicate and present findings and outcomes to senior management and stakeholders in a structured manner.
  
  

Requirements

• Strong academics from top-tier institutions with Bachelor’s Degree or Advanced Degree (preferably an MBA) in a relevant field.
• 4 - 8 years of working experience from top tier management/ strategy consulting firms preferred.
• Superb business acumen and able to see operational improvements with a commercial perspective.
• Possess in-depth knowledge/ defined involvement in helping frame, design and execute solutions for challenging business conditions.
• Highly analytical and able to generate and present meaningful and actionable data backed analysis in a structured manner.
• Strong logical thinking and problem-solving abilities.
• Excellent verbal and written communication skills.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Internet Marketplace Platforms and Technology, Information and Internet

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Content Writer - Operations, MY Marketplace

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Content Writer - Operations, MY Marketplace

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Shopee Content Writer - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the

Content Writer - Operations, MY Marketplace

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Shopee Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes. SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support. Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base. User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources. Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement. Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs. End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience. Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).

Job Description

Article Creation and Establishment: Work with Shopee’s functional teams to create and establish new articles. Ensure 100% article establishment in dual languages across all reason codes. SOP Implementation: Develop and implement SOP flows and macros for article management. Content Maintenance: Maintain and amend existing articles to reflect internal business and process changes. Regularly update and enhance KBA articles to improve user support. Review and Assessment: Conduct monthly and quarterly reviews to assess the relevance and effectiveness of active articles in the knowledge base. User Traffic Analysis: Analyze user traffic patterns and gather feedback to drive continuous improvement of knowledgebase resources. Knowledgebase Analysis: Monitor metrics recorded in the knowledgebase and identify opportunities for enhancement. Interface and Algorithm Alignment: Ensure that the knowledgebase interface and algorithm setup meet operational needs. End-to-End Journey Implementation: Develop and implement end-to-end journey establishment to enhance the overall user experience. Benchmarking and Performance Analysis: Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement. Analyze agent performance before and after the implementation of SOPA (Standard Operating Procedure Assistance).

Requirements

Bachelor’s degree or equivalent. 2-4 years of experience as a copywriter or content writer. Excellent communication skills in Bahasa Melayu and English, both written and verbal. Experience with a social media handle portfolio is highly desirable. Strong attention to detail and accuracy in content creation and management. Flexible approach with a willingness to adapt ideas to fit brief requirements. Strong interpersonal skills and the ability to work effectively in a team. Capable of working under pressure and delivering within tight timelines when necessary. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

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