Customer Experience Automation (SPX Express)

This role at Shopee's SPX Express division in Bangkok focuses on driving AI and automation initiatives to optimize Customer Service efficiency, service quality, and overall customer experience. Key duties include analyzing operational metrics and customer touchpoints to identify trends and automation opportunities, as well as supporting chatbot and self-service deployment through testing, monitoring, and optimization.

The position requires proficiency in SQL, Python, and data visualization tools such as Power BI or Tableau, along with hands-on experience using Generative AI tools like ChatGPT, Gemini, or Claude. Candidates should also be skilled in low-code and RPA automation tools such as Google Apps Script, Power Automate, Zapier, Make, or UiPath to optimize cross-functional workflows.

Drive AI and automation initiatives to optimize Customer Service efficiency, service quality, and overall customer experience.

Analyze operational metrics and customer touchpoints to pinpoint trends, root causes, and high-impact opportunities for process automation.

Endorse and support chatbot and self-service deployment through rigorous testing, performance monitoring, and continuous optimization.

Proficient in SQL, Python, and data visualization tools (e.g., Power BI, Tableau) to transform complex datasets into actionable business insights.

Hands-on experience with advanced Generative AI tools (ChatGPT, Gemini, Claude) to streamline operations, enhance productivity, and support decision-making.

Skilled in leveraging low-code and RPA automation tools (e.g., Google Apps Script, Power Automate, Zapier, Make, UiPath) to optimize cross-functional workflows.