Jaceetha Selambakkannu

~ Joined as an email customer service agent and been promoted to be a Social Media expert where I have handled the sellers/buyer inquiry via Facebook / Instagram inbox messages and Wall posts. In year 2022 my internal transfer request has been accepted where I have been promoted to L2 Operation Executive

L2 Operations Executive - Managed Seller Operation

· Handles the query from the managed seller on their shop performance, order related issue and payment related issues.

· Liaises with the logistics partner on the parcel pick up issue or parcel movement status

· Handling the compensation payouts on the damaged or lost parcel

· Deals with the dispute team on the return and refund request and proceed with the payouts if the compensation approved

Support team for the Shopee Payment team and the Shopeepay team

Shopee payment team:

· Assisted with the buyer cases and check on the refund status while will update the buyer accordingly

· Assist with the reverse payment from the buyer in the special circumstances

· Check on the credit card refund from the cybersource

· Assisted with the DCC payment for the seller with the manual calculation of the transaction fee and service fee

Shopeepay Team:

· Analyze client profile to determine the requires KYC information as per procedure

· Analysis of collected data, perform sanitary check, liaise with the team leader for the further information and conformation

· Proceed with the manual withdrawal or manual flush of Shopeepay balance before the account closure

· Escalate to fraud team if the account have tendency of fraudulent activities

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· Handling inbounds, outbounds call and chat inquiries for Singapore Airlines which related to ticketing

·Attached with night team

· Assisting the client with the ticket issuances and reissuances of airlines tickets

· Handling the queries related to the frequent flyer programme

· Checks on seat the seat availability of the partners airlines flights

·Handles the Travel agencies bookings ,escalates to related team when there is an issue evoked

· Sometimes do handles issue where there needs to submit for travel insurances claims

· Responsible for answering queries and assisting customers through chat

·Maintain professionalism in handling customers inquiries/complaints on the company’s products and services

·Handles calls/transactions are handled as per agreed processes and workflow

·Acquired complaints from customer, verified, entered accurately into the appropriate systems and resolve the subject consequently

·Receives and answers customer inquiries via email.

Responsible to provide quality instructions or responses to be able to resolve the customer's issue via live chat as well.

·Familiar with the basic troubleshoot steps and able to assist customer regarding the technical issues

·Attracts potential customers by answering product and service questions; suggesting information about other products and services..

· Builds the business and deepening customer relationships through execution of effective telephone banking process

· Mostly required to entertain the feedback which submitted from website through emails

·Attend to any business relations issues, for example, work and service related complaints

·Responsible for preparation of all personnel action forms and confirm the legitimate approval from manager

·Involve in hiring process which includes coordinating job posts, reviewing resumes, and performing reference checks

·Responsible to update employee’s internal databases

· Maintains filing and proper documentation system by compile forms, reports, logs, and records