Knowledge Management Specialist

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationIndonesia - JakartaThe 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.
- Update & Create SOPA tree according to BP
- Create SOPA user journey and mapping on the BP script to the system
- Align with BP regarding SOPA or system updated
- Monitor the useful of the SOPA system based on each RC
- Monitor the useful of the SOPA by agent experience

**Requirements**:

- Bachelor Degree from a reputable university
- At least 1-year experience as a Customer Service
- Good in english (written & verbal)
- Good in communication
- Attention to details person
- Good in excel and formula
- Has an excellence Logical Thinking