Customer Success Analyst

SHEIN is a global fashion and lifestyle e-retailer committed to making the beauty of fashion accessible to all. We use on-demand manufacturing technology to connect suppliers to our agile supply chain, reducing inventory waste and enabling us to deliver a variety of affordable products to customers around the world. From our global offices, we reach customers in more than 150 countries. Founded in 2012, SHEIN has nearly 10,000 employees operating from offices around the world. In SHEIN, we work with outstanding, creative, and capable peers. We share an energetic and open culture for capable people to discern, work and ignite as a team. To learn more about SHEIN, follow us at shein.com, instagram.com/sheinofficial and youtube.com/shein. About the position: As a Customer Service Analyst you will be part of the Support team from the Business Development area. You will be responsible for mapping and solving daily issues from our sellers on the platform, focusing on quality and efficiency. Responsibilities: Handle our seller's tickets on the platform. Process and solve tickets within the defined SLAs. Suggest strategies and solutions to improve ticket solving efficiency. Build SOPs and provide feedback to improve seller's training material. Work closely with internal teams, such as Incubation, Account Managers, Logistics, in order to map seller's opportunities and address possible solutions. Track the quantity of complaints and report numbers on a daily/weekly basis. Qualifications: Full graduation (new graduates are welcome) Great communication skills (both written and verbal) Microsoft Office (Powerpoint and Excel) Proactive behavior, organization skills and critical thinking Ability to work independently with little direction or supervision English is mandatory (read and write) Previous experience in CS and other marketplaces is a plus