UNIVERSITY OF ECONOMICS HO CHI MINH CITY

DEPARTMENT OF INTERNATIONAL BUSINESS – MARKETING

POST COVID-19: CURRENT SITUATION

AND SOLUTIONS TO IMPROVE THE
WORKING QUALITY OF STAFF AT
SHOPEE VIETNAM

Student: Nghiêm Thu Hà

Major: International Business
Course: 44
Instructor: MBA. Dương Ngọc Hồng

Year 2021

[Type here]
 UNIVERSITY OF ECONOMICS HO CHI MINH CITY
DEPARTMENT OF INTERNATIONAL BUSINESS – MARKETING

POST COVID-19: CURRENT SITUATION

AND SOLUTIONS TO IMPROVE THE
WORKING QUALITY OF STAFF AT
SHOPEE VIETNAM

Student: Nghiêm Thu Hà

Major: International Business
Course: 44
Instructor: MBA. Dương Ngọc Hồng

Year 2021
 ACKNOWLEDGEMENTS

Foremost, I would like to express my sincere gratitude to my instructor Mrs. Duong

Ngoc Hong for the continuous support of my thesis, for her patience, enthusiasm, and
immense knowledge. Her guidance helped me in all the time of research and writing
of this thesis. I could not have imagined having a better advisor and mentor for my
graduate thesis.

Besides my advisor, I'd also like to thank my managers, the Health & Beauty category
leaders, and my colleagues at Shopee Vietnam for assisting me in developing myself
in a dynamic environment at Shopee, while also providing me with many favorable
conditions to finish my thesis. Here, I have the opportunity to directly experience a
professional working environment, interact with talented and experienced people, and
put what I've learned into practice. Thank you so much to Ms. Phan Nguyen Khanh
Trinh - team 3T’s leader and Ms. Le Kim Uyen - my buddy for directly guiding and
supporting me throughout my internship at Shopee.

Finally, I'd like to thank all teachers at the UEH School of International Business and
Marketing. Thank you for your understanding and guidance, this has helped me a lot
when doing my thesis in the time of this pandemic.

I wish you all good health and success in life, and I hope Shopee will continue to grow
in the future.

Ho Chi Minh, 22 October 2021

Nghiêm Thu Hà

[Type here]
 ENDORSEMENT

This internship report with the topic of “Post Covid-19: Current situation and
solutions to improve the working quality of staff at Shopee Vietnam” has been written
by myself and has not received any previous academic credit at this or any other
institution. No other person's work has been utilized in the thesis without proper
acknowledgment.

Ho Chi Minh, 22 October 2021

Nghiêm Thu Hà
 EXECUTIVE SUMMARY

In recent years, e-commerce is no longer a strange concept in society or a new field in

our country. Especially in 2020, the Covid-19 pandemic has brought many changes to
the economy but contributed to the breakthrough growth of e-commerce. As the
COVID-19 pandemic reshapes our world, more consumers have begun shopping
online in greater numbers and frequency. e-commerce outperforms traditional brick-
and-mortar retail in a pandemic. Customers prefer to have goods delivered to their
doorstep rather than going outside and risking infection. Ecommerce was growing fast
before COVID-19 hit. But the pandemic pushed even more consumers to shop online.
And Shopee is no exception; in addition to the sharp increase in online business,
business development staff who work directly with sellers play a critical role in the
company's growth. However, these staffs face their own challenges when working in
unusual circumstances, such as during the Covid-19 pandemic. According to my
observations, not all business development staff can achieve the set objectives; in fact,
there are still unresolved issues in the working process. As a result, I chose this topic
to analyze and research while also proposing solutions in order to improve the
working quality of business development staff in the time of Covid-19 and thereafter.
will contribute to Shopee's development.
The main purpose of the research is to highlight some of the issues that some BDs
face. They are: Misunderstanding when working with supporting teams; the workload
of Business Development Staff is heavy; some BDs are not proficient in using
supporting tools; and, finally, there is a constant change in the time of Covid-19:
Many flashsale slots have been cut off due to Covid-19's effect. Based on some data
collected and personal experience during the internship, the author selects, analyzes,
and finds out four main problems. After analyzing the five main causes affecting the
existing problem to offer solutions to help businesses improve their working processes
and be more efficient in the future. the study comes up with some recommendations
that are practical and most compatible with BD in Health and Beauty category to
enhance the working quality. Thereby, helping businesses attract more new customers
as well as maintain long-term relationships with customers who have shopped online
on Shopee.
 TABLE OF CONTENT

ACKNOWLEDGEMENTS 1
ENDORSEMENT 2
EXECUTIVE SUMMARY 3
TABLE OF CONTENT 8
LIST OF TABLES 11
LIST OF FIGURES 11
LIST OF ACRONYMS 12
INTRODUCTION 1
CHAPTER 1: OVERVIEW OF SHOPEE VIETNAM AND JOB ROLE 5
1.1 About Shopee Vietnam 5
1.1.1 General information 5
1.1.2 History of development 5
1.1.3 Vision and mission of the company 7
1.1.3.1 Vision of the company 7
1.1.3.2 Mission of the company 8
1.1.4 Working culture and core value of the company 8
1.1.4.1 Working culture in Shopee 8
1.1.4.2 Core value of the company 10
1.2 Organizational Structure 11
1.2.1 Business model 11
1.2.2 Structure and function of each department 11
1.3 Performance of Shopee 14
1.3.1 Business performance compare to other competitors 14
1.3.2 Financial statement from 2017 to 2020 18
1.4 Introduction of Internship Position 19
1.4.1 Internship position 19
1.4.2 Introduction of Bussiness Development Department - FMCG cluster 19
1.4.2 Description of Internship Tasks 20
CHAPTER 2: PROBLEMS ANALYSIS 21
2.1 Working process of business development staff 21
2.2 Information about supporting teams 22
2.3 The situation of e-commerce platform during the Covid-19 pandemic 23
2.4 Some problems noticed in the working process of Business Development staff in
FMCG category 24
2.4.1 Problem 1: Misunderstanding when working with supporting teams 25
2.4.2 Problem 2: The workload of Bussiness Development Staff is heavy 27
2.4.3 Problem 3: Not proficiency in working with supporting tools 27
2.4.4 Problem 4: There is a constant change in the time of Covid-19: Many flash
sale slots had been cut off due to the affect of Covid-19 29
2.5 Root cause analysis 29
2.5.1 Not understand clearly the process of supporting teams 29
2.5.2 Many complains/ question from sellers 29
2.5.3 Lacking of time management skill 30
2.5.3 Lacking of skills to work with supporting tools 30
2.5.4 Reduce pressure on carriers 31
CHAPTER 3: RECOMMENDATION: SOLUTIONS TO IMPROVE THE
WORKING QUALITY OF BUSINESS DEVELOPMENT STAFF IN FMCG
CATEGORY 32
3.1 Conclusion 32
3.2 Recommendation 33
3.2.1 Learning and Development Department should focus to train new staff
thoroughly and occasionally test the knowledge of the old staff 33
3.2.2 Training Customer Service team to share the work for BD team 34
3.2.3 Design a flexible schedule, prioritize the implementation of important tasks
35
3.2.4 Arrange training sessions for time-management skills 38
3.2.5 Arrange separate training sessions for new staff to practice directly with
supporting tools 39
3.2.6 Adapt with the current situation since the company core value is “We adapt”
40
 3.2.7 The support from the government for the e-commerce, creating a premise to
promote the development of Shopee 40
CONCLUSION 44
APPENDIX 1: Internship reflective journal 47
APPENDIX 2: PLAGIARISM TEST RESULT 78
 LIST OF TABLES

Table 1.1: Net Profit Situation 18

LIST OF FIGURES

Figure 1.1: Shopee’s core values 9

Figure 1.2: Organizational Structure 12

Figure 1.3: Vietnam’s ecommerce landscape 15

Figure 1.4: The numbers of visits to wesbites from Q1 to Q4 2020 16

Figure 1.5: The Map of E-commerce in Vietnam 17

Figure 2.1: Flash sale submit process 23

Figure 2.2: Guideline request flash sale support 26

Figure 2.3: Timeline and process of creating designed deals for banner team 26

Figure 2.4: Timeline and process of creating non-designed deals for banner team
27

Figure 3.1: Eisenhower Matrix 36

Figure 3.3:The interface of Notion 38

 LIST OF ACRONYMS

Acronyms Meaning
3PL Third Party Logistics
ADO Average Daily Order
B2C Business To Consumer
BD Business Development
BE Back end
C2C Consumer to Consumer
CAT Category

CCB Coin Cash Back

CX Customer Experience
FE Front end
FMCG Fast Moving Consumer Goods
FSS Freeship Xtra
GMV Gross Merchandise Value
HB Health and Beauty
KPI Key Performance Indicator
LT Long tail
MT Mid tail
PIC Person in charge
QC Quality check
RM Relationship Management
SOS Seller Operation Support

SPX Shopee Express

ST Short tail
 INTRODUCTION

1. Internship Background
The COVID-19 pandemic is a "nightmare" for many economic sectors around the
world, but it appears to be the "fortune" of e-commerce platforms when online
shopping is the only way for consumers to get what they need in times of social
distancing.
Due to the social distancing caused by the COVID-19 pandemic, long-standing habits
have been altered, prompting even the elderly and those who only shop in traditional
ways to consider shopping online. Customers can now shop for everything from
groceries to electronics to services using a variety of websites and e-commerce
platform applications such as Shopee, Lazada, Tiki, or Sendo. Education services and
hotel reservations are available with just one click or a few taps on a smart mobile
device, and at a very low cost. It is clear that the e-commerce industry is increasingly
contributing to the economic recovery that has been severely impacted by this
pandemic.
According to a Facebook report released at the end of June 2021, e-commerce
shopping will become a new shopping trend rather than just a means of coping during
the epidemic. As a result, 81 percent of consumers say they have changed their
shopping habits since the pandemic began, with 92 percent confirming that they will
continue this new behavior in the long run, even if the pandemic continues. Many e-
commerce experts predict that, like Facebook, e-commerce will gradually supplant
traditional shopping methods in the future. They believe that online shopping is not a
temporary solution to the pandemic, but rather a new trend with many outstanding
improvements, providing consumers with a more modern and intelligent shopping
experience; this will be followed by the rise of cashless payments and logistics
services, all of which will contribute to the steady growth of e-commerce.
This indicates that after the pandemic, e-commerce will still be strongly associated
with user shopping habits. So, what kinds of visions and strategies are required to
accomplish this? For the reasons stated above, I am more interested in learning more

1
about e-commerce platforms and how companies in the industry work to develop and
adapt even in the most difficult situations. Shopee Vietnam is also known as a young,
dynamic work environment that values creative freedom. It is also one of Vietnam's
largest e-commerce platforms, with a strong growth rate of 2x per month, with a
strategy to adapt very quickly to COVID-19. As a result, I believe Shopee Vietnam
will be a good place for me to improve my working and soft skills, as well as my
knowledge of e-commerce.
2. Expectations for the internship
Gain knowledge of how to operate and develop business strategies at e-commerce
platforms in Vietnam. Shopee Vietnam is one of the two largest e-commerce
platforms in the country today, with excellent strategies. Compared to direct
competitors such as Lazada and Tiki, as well as indirect competitors such as
Facebook, Instagram, and others. Learn how to implement operations in mega
campaigns such as 9.9, 11.11, and 12.12. Learn more about working processes and
tools to support work so that a business development staff can complete assigned tasks
more effectively. Furthermore, giving analysis, evaluation and comment on the reality
of business strategies in FMCG cluster. Which strategy helps the company in general
and the industry in particular develop and adapt quickly? In addition, I'd like to
contribute to the development of measures to improve the implementation of business
strategies in the FMCG cluster in general, and in the Health and Beauty sector in
particular.

3. Reasons for choosing the topic

The business development (BD) staff will approach sellers on Shopee to take care,
support, and hunt deals in order to get the best price. Preparing for a campaign takes
15 to 20 days on average, and 25 days on big sale days like 9.9, 11.11, and 12.12. The
BD team will begin by approaching, communicating, selling advertising packages,
and so on, following workflows designed to help them work more efficiently.
However, some BD said that they are frequently overworked, resulting in stress,
fatigue, and dealing with unresolvable cases, and as a result, failing to meet the
company's objectives.
For each campaign, the company will assign KPIs based on specific indicators such as
GMV or ADO to business development staff to monitor and set indicators in order to
achieve the company's overall goals. BDs are measured against a variety of KPIs,
including hunting deals, selling marketing solution packages, increasing the number of
sellers who use the Freeship extra and coin cash back packages.A campaign that needs
a lot of effort from the staff to reach the target of the campaign that day. When
looking at the data in the report, however, it becomes clear that not all employees have
met their set goals or personal objectives. When being asked about this issue in
particular, many employees said that the work of business development staff is
frequently overloaded. Furthermore, there are still employees who perform very well
and others who fall short of the goals set earlier.
I realize this is partly due to working in a special condition like Covid-19, which has
posed numerous challenges for both BD and shopee's operations. So I'd like to come
up with some solutions to improve the BD staff's working quality, so that the seller is
best supported and we can all help Shopee grow even during the pandemic.
4. Subjects of the study
● Some issues that business development personnel face while on the job, as well
as the root causes of these issues
● Solutions for improving the working quality of business development staff in
the FMCG cluster
5. Scope of the study
The study was conducted among Shopee Vietnam's business development staff in the
Health and Beauty category.
6. Implementation methods
1. Data collection
Read materials and update reports related to the topic, and gather reports related to the
topic for analysis, which will serve as the foundation for reasoning and concluding the
problem, and providing solutions.
2. Face-to-face interviewing
Direct discussion between two people including the researcher and the research
subject.
 7. Outline
Chapter 1: Overview of shopee Vietnam and job role
Chapter 2: Problems analysis
Chapter 3: Recommendation
Conclusion
 CHAPTER 1: OVERVIEW OF SHOPEE VIETNAM AND JOB ROLE
1.1 About Shopee Vietnam
1.1.1 General information
Company name: Shopee Vietnam Co., Ltd.
Business model: E-commerce platform.
Address: Floor 15-16-17, Saigon Center 2 Building, No. 67 Le Loi Street, Ben Nghe
Ward, District 1, Ho Chi Minh City, Vietnam.
Tax code: 0106773786-003.
Representative: Mr. Tran Anh Tuan
Date of operation: April 1, 2015

1.1.2 History of development

Shopee is a e-commerce platform, founded in 2015 in Singapore, by Forrest Li's Sea
group. Currently, shopee is present in many Asian countries such as Singapore,
Malaysia, Thailand, Taiwan, Indonesia, Philippines including Vietnam and expanded
its reach to Brazil, Mexico, Chile, and Colombia. It is also available in mainland
China, Hong Kong, Japan, and South Korea as seller centres.
Shopee is a platform tailored for the region, providing customers with an easy, secure
and fast online shopping experience through strong payment and logistical support.
Shopee has a wide selection of product categories ranging from consumer electronics
to home and living, health and beauty, baby and toys, fashion and fitness equipment.
*Sea Group
Sea Group is established in 2009. It is a global consumer internet company that
provides digitizing payments and financial services, game development & publishing,
online shopping anytime and anywhere. Listed on the New York Stock Exchange
under the ticker symbol ‘SE’ in October 2017. SEA’s IPO was the largest US public
listing ever by a Southeast Asian technology company.

Sea Group includes subsidiaries: Garena, Shopee, Sea Money (in Vietnam being
called ShopeePay), Foody ( joined at the end of 2019). Create an eco system of
services provided from there. Foody, in particular, is only available in Vietnam;
however, other subsidiaries are present in many Southeast Asian and Latin American
countries.
*Shopee
Shopee was officially launched in Vietnam market on August 8, 2016 after a year of
testing since June 2015. With the management of Mr. Pine Kyaw - Managing Director
and Mr. Tran Tuan Anh - Director of Operations and Finance, Shopee Vietnam is
experiencing strong growth and becoming a key commercial market in our country.
2017, Shopee Mall was introduced across the region. The portal is separate from the
regular Shopee marketplace and provides access to thousands of products from over
200 top sellers and brands such as Unilever, L’Oreal, Philips and Adidas. According
to a media statement, Shopee Mall was conceptualised due to the increasing need for
brands to provide Vietnamese with a streamlined online shopping experience. It also
aids larger brands looking to pursue an omni-channel approach and reach out toe new
customer bases.
2018, for the first time ever, Shopee has successfully claimed the title of being the
most visited e-commerce marketplace in Vietnam on web. In the third quarter, Shopee
Vietnam raked in 34.5 million web visits monthly, which is a 30% increase compared
to the previous quarter, and an impressive 197% growth since the same period last
year. It also surpassed Lazada Vietnam, which took the top spot since the chart was
conceived in Quarter 2, 2017.
2019, Establish Warehouse/ Shopee Express, merge 100% Foody with Shopee
and double number of sellers on Shopee Mall.
- Establishing Shopee Xpress has bring many benefits for Shopee
● Speedy delivery
● Manageable (end 2 end)
● Cost optimization (comparison using 3PL)
● Brand identity
- Reasons to establish warehouse
● Store goods across borders
● Store Shopee Mall goods
 ● Sellers do not have warehouses, can use warehouse rental services =>
faster delivery
2020, support hundreds of billion VND for sellers in the time of Covid-19.

1.1.3 Vision and mission of the company

1.1.3.1 Vision of the company
The director of Shopee Vietnam believes that these three major trends will accompany
the rapid growth of e-commerce in the near future.
1. First, users today are more social than ever before, and they expect an online
shopping experience that is more meaningful, engaging, and entertaining, with
rich and unique content. Online shopping is now more than just a transactional
experience. Therfore, e-commerce platforms should focus on integrating more
interactive elements such as games and livestreams to increase connection with
consumers. Consumers use online platforms to meet essential needs as well as
to entertain themselves during this period of social distancing. Shopee has
continuously improved on its in-app engagement features over the past five
years to make the online shopping experience more social. As a result, the
average amount of time spent in-app by a user has risen year by year.
2. Second, the development of digital payment methods has been accelerated by
the growth of e-commerce. The total number of Shopee orders paid with the
AirPay e-wallet in the region has quadrupled. In addition, the number of retail
stores in Vietnam that accept payment via AirPay wallet has doubled in the last
year. Users are increasingly paying at retail chains such as 7-Eleven,
MyKingdom, and Guardian..., demonstrating that digital payments are no
longer limited to online transactions and are becoming more popular in places
where traditional sales are still conducted.
3. The third trend is related to logistics. CEO of Shopee stated that brands and
sellers must effectively use technology to ensure fast and cost-effective
delivery of goods. The most effective method is to take advantage of the large
and integrated network of e-commerce platforms, especially when demand for
online shopping for essential goods is increasing.
With that vision in mind, Shopee intends to continue assisting businesses in scaling up
and growing efficiently by tracking the entire process from moderation to delivery, as
well as expanding its logistics network and warehouse capacity.

1.1.3.2 Mission of the company

Shopee aspires to change the world for the better by providing a platform to connect
buyers and sellers within one community. Shopee offers buyers a one-stop online
shopping experience that is accessible, easy and enjoyable; and empower sellers
to grow their businesses with technology and support.
*Shopee’s core strategy
● Hyper-localisation: Shopee will continue to cater to the needs of consumers
and businesses in each of our markets. They recognise the diversity in our
region and will continue to innovate to serve local needs and advance local
economies.
● Mobile-first: Shopee is a pioneer of mobile commerce in our region. They
enable our region’s mobile-first users to shop, sell and interact online with
ease. Today, 95% of Shopee’s orders are made on mobile, a sign of our
success.
● User-centric: Shopee puts the needs of our users at the heart of everything they
do. As online shopping evolves beyond transactions, they will continue to
develop new features and services that make mobile shopping easy, seamless,
and more joyful.
● Digital inclusion: Shopee addresses underserved needs and ensures that
everyone can participate in the digital economy. This includes more support for
rural and local communities and nurturing local tech talent.

1.1.4 Working culture and core value of the company

1.1.4.1 Working culture in Shopee
Shopee’s working culture is built around open communication, collaboration and
community. We envision our workplace to be a place where employees can come
together to create meaningful connections with one another. As their work requires a
high level of intra- and inter-departmental interaction, they are focused on creating a
vibrant and open workplace that facilitates ease of communication. This guiding
principle is reflected through employee engagement activities, strong feedback
culture, and office features that facilitate conducive collaboration.
* About Shopee organizational culture
Organizational culture is the sum of values, beliefs and principles that help to shape
and define the behaviors and practices in an organization. It guides Shopee in the
journey to achieve their purpose.

Figure 1.1: Shopee’s core values

(Source: Shopee)

Shopee’s culture is a reflection of actions, behaviors and practices, anchored on their

value. Everything they do and say becomes their culture over time. It could be the way
they:
● Engage with our colleagues and community of buyers and sellers
● Solve problems individually or as a team
● Create new ideas and solutions
● Reward and recognize one another
Shopee believes their 5 Values and their Way of Simple, Happy and Together will
help create a unique organizational culture that everyone can be proud of, and a great
place to do great work.
1.1.4.2 Core value of the company
Unlike other organizations that lay out a five-, ten-, or even twenty-year mission
vision with precise numbers, Shopee seizes every great opportunity and is ready to put
potential opportunities into action. In reality, they've gone from a small-scale e-
commerce platform to a multinational company in a short period of time.
So, where is the guideline to ensure that they are all looking in the same direction and
that we are doing the right thing? That's what Core Values are all about. As I
mentioned above, there are 5 core values that each of employee of Shopee must
follow:
● We serve: having a spirit of always serving, always adding value to others, not
only with customers but also with coworkers. The value of Shopee’s services
is solely determined by our customers. Shopee strives to exceed customer
expectations, deliver above and beyond
● We adapt: In the digital age, the only constant is rapid change. Shopee
welcome change, celebrate it and strive to be a thought leader who has an
impact on it. Their change is also driven by market changes, with sellers'
demand shifting. As a result, the company must adapt to meet and serve the
market, ensuring Shopee's long-term success. To survive the wave of e-
commerce change, each employee must be an expert in the fields in which they
work. When being equipped with enough knowledge & skills, no matter what
the situation, they will still have a solution.
● We run: Shopee is in a never-ending race for success while dealing with
constantly shifting forces. Every day, they move faster, better, and with greater
urgency.
● We commit: working is commitment. Shopee commits to our values,
institution, customers, and partners. They commit to each other. Above all, they
commit to doing the best they can and being the best they are.
● We stay humble: Believe they are always the underdog, and seek to learn from
the market and competitors. Accept that Shopee is not perfect, and will never
be. Work hard first, celebrate and enjoy later
Shopee has grown by leaps and bounds over the years and has seen many changes
along the way, but the core part of Shopee’s identity has not changed. They believe
being Simple, Happy and Together as Shopee Way of doing things, will continue to
foster an exciting work environment where people can develop professionally, build
closer bonds with one another, and unite together to innovate.
Shopee way defines how they do things, fulfilling their responsibilities as individuals
and as a team. How they do things and how they say it, thus becomes equally
important as what Shopee do and say.
● Simple: believing in simplicity and integrity, ensuring a life that’s honest,
down to earth and true to self.
● Happy: friendly, fun-loving and bursting with heaps of energy, spreading joy
with everyone they meet.
● Together: enjoying spending quality time together while shopping online with
friends and family - doing the things they love as a big unit

1.2 Organizational Structure

1.2.1 Business model
Shopee is an application using C2C and B2C model that allows users to create an
account on Shopee and then make purchases and sales transactions entirely on their
mobile devices or computers, acting as an intermediary between buyers and sellers.
Shopee also integrates third-party shipping to streamline the buying and selling
process for users.
1.2.2 Structure and function of each department
This is the organizational chart of Shopee Vietnam
 Figure 1.2: Organizational Structure

Source: Shopee

Operations Department: Ensure that all Seller orders are fulfilled. If BD/Seller Care
is in charge of increasing orders for sellers, Operations is in charge of ensuring that all
incoming orders are completed and delivered to the Buyer without any issues. There
are 12 departments in operation department:
- Customer Service: Receive information (questions, complaints, reports) from
buyers, handle complaints related to returns and refunds.
- SOS: seller operation suport handle issue related to penalty point and favorite
shop approval
- Fraud & Process Excellence: Fraud team acts as a security officer, dealing with
suspicious user activity either due to misuse of the Shopee program or a fraud
that harms other users. This abuse at Shopee is divided into 2, namely Fraud
and Scammer.
- Process Excellence will build and manage processes/projects, aggregate
information and data to ensure team members understand the workflow.
- Logistics: develop operating standards. manage shipping quality, optimize
shipping quality and standards, and implement logistics-related projects.
Contact logistics team for urgent cases; crisis issues after CS results; other
concerns related to 3PLs.
 - CX: Based on data and analysis to offer solutions to improve Buyer & Seller
experience on Shopee. From customer-friendly messages to user-friendly
solutions, features and policies, this data team offers solutions.
- Payment: responsible for paying the seller on time, solving other arising
problems related to the Shopee wallet for the seller. Include 4 teams: Outbound
Payment, Inbound Payment, Reconciliation and PMO.
- Product: solve problems related to Shopee app, website and BE errors, build
tools for other teams to work more efficiently.
- QC/Listing: check listing quality, handle reported accounts, spam listings,
answer complaints about listing-related issues, customer accounts are locked,
handle intellectual property violations, support BD recap. Ensure the seller's
posts on the platform: do not violate the state regulations on prohibited items
from trading, sell the right goods with the right quality of product information.
- Sourcing: schedule incoming goods with the warehouse, work with BD to
create import requisitions, work with suppliers on import information and
process payments payment.
Functional department: include 3 departments
- BD Department: acquiring seller to create a variety of items and categories and
maintain relationships with sellers to achieve revenue for Shopee.
- Support Department include 4 small teams:
+ Finance: in charge of financial affairs.
+ HR: in charge of human resource needs of all departments.
+ Legal: supporting all administrative and legal procedures to operate the
business.
+ SA (System Admin): supporting to ensure the smooth running of the
computers, network devices, printers as well as end users’ requirements.
- Marketing Department:
+ The Marketing team at Shopee is responsible for conceptualizing and
implementing go-to-market activities to achieve increased usage and
visibility.
 + The team covers areas including Campaigns Management, Community,
Public Relations, Partnerships, Offline Marketing and Design.
+ The Regional Marketing team is responsible for strategizing and
implementing go-to-market activities and working with local teams to
localize marketing for the specific markets.
+ The Brand and Growth Marketing team covers all aspects of online and
performance marketing for the region. This team is responsible for data-
driven solutions, tracking and measuring data to reach the targeted
customers.

1.3 Performance of Shopee

1.3.1 Business performance compare to other competitors
* Market overview
According to Hanoitimes, Vietnam’s e-commerce market size currently ranks second
in Southeast Asia. This strongly affirms the development potential of Vietnam's e-
commerce market in competing with international players. 2020 has signified strong
customer confidence in e-commerce retail despite mobility restrictions and mounting
concerns over the global pandemic. Vietnam’s e-commerce market expanded 18
percent year-on-year last year to $11.8 billion, the only country in Southeast Asia to
record double-digit growth in the sector amidst the Covid-19 pandemic.
 Figure 1.3: Vietnam’s ecommerce landscape

Source: TECHINASIA

Here are some characteristics of the e-commerce industry in Vietnam:

● Chasing the market: from the chart, we will notice that Vietnam’s general
B2C/C2C e-commerce and electronics vertical e-commerce spaces are rather
crowded, with many startups vying for a piece of the pie.
● Uniquely Vietnam: B2B e-commerce in Indonesia is on a hot streak, but that’s
not the case for Vietnam, as its B2B e-commerce industry remains pretty much
an unexplored frontier
● Crashing in: In the last 3 years, the total value of e-commerce deals closed
annually in Vietnam has steadily gone up. Some of the best-funded e-
commerce startups in country include Tiki (US$130 million, June 2020) and
Sendo (US$61 million, Nov 2019)

*Business performance compare to other competitors

Some reports show that Shopee has left its rivals far behind and that Tiki is competing
equally with Lazada, while Sendo is in the fourth position.
 Figure 1.4: The numbers of visits to wesbites from Q1 to Q4 2020

(source: Vietnamnet)
 Figure 1.5: The Map of E-commerce in Vietnam

(source: Iprice)

According to iPrice, Shopee led in both the number of visits to the website and the
ranking of apps on Android and iOS in the entire year 2020. Tiki and Lazada are on
the same par, while Sendo has been left behind.
In terms of monthly visitors, Shopee had 43 million in Q1 2020, more than double the
number of Tiki, which was in second place. Shopee's monthly visits increased to 68.7
million in Q1 2021, more than tripling Tiki's. In 2020. The app of the platform also
ranked No 1 in 2020.

When it came to Lazada and Tiki, Tiki had a slightly higher number of visits than
Lazada. Tiki received 22.5 million monthly visits on average in 2020, compared to
19.8 million for Lazada. Sendo, on the other hand, was in fourth place, with monthly
visits falling from 17.6 million in Q1 to 11.2 million in Q4 2020.

In Q1 2020, Tiki’s app ranked second for iOS operating system. However, it has
slipped to third place since the second quarter. Meanwhile, Shopee and Lazada, two
foreign platforms, have taken the top two spots, pushing the two Vietnamese
platforms to the bottom of the top four.
*Why did Shopee become so popular?
What factors did customers consider when purchasing products on an e-commerce
platform? Obviously, it’s low price. This is Shopee's first C2C strategy for attracting
buyers and users to the Shopee app. This strategy is also in line with their mission is to
assist small and medium-sized businesses. The C2C model at that time helped Shopee
build a huge network, connecting buyers and sellers without any inventory concerns.
On the other hand, Shopee also creates a "word of mouth" effect when owning a
"market" of diverse products with professional customer care and logistics services,
promoting a dizzying increase in the wave of online purchases. In short, Shopee try to
build a model close to the market, close to the Vietnamese people.
According to financial reports from Shopee's first years in Vietnam, the company
spent up to 90% of its marketing budget on promotional campaigns, free shipping,
flash sales, and vouchers for both buyers and sellers in order to attract a large number
of customers from various platforms.
However, in order to achieve the current brand positioning, Shopee's "localization"
strategy must be implemented when the company hires local employees who are
familiar with local culture and customs to work with banks and logistics partners in
each country to ensure a smooth shopping and delivery experience.
From this foundation, Shopee has lauched Shopee Mall, which is a title reserved for
those partners who own, or are authorized to distribute, genuine Shopee trademarks,
directly competing with Lazada - the "giant" of commerce at the time.
1.3.2 Financial statement from 2017 to 2020
Table 1.1: Net Profit Situation
Unit: billion VND

2018 2019 2020

Total Revenue 10,824,599 11,652,646 13,335,948

Total Expenses 10,091,714 10,724,891 11,864,725
(Source: Finance Department, Shopee Vietnam 2021)
Shopee launched "Shopee Mall" in 2018, which contributed greatly to the revenue.
Shopee optimizes operations in 2019, lowering selling costs. Shopee Vietnam had a
fantastic year in the e-commerce market thanks to increased sales, lower business
management costs, increased display advertising investment, and the launch of
"Shopee Game." In conclusion, the company's revenue increased by 152 percent year
over year at the end of 2019. 2020 was an extraordinary year for Shopee. In a
challenging environment, Shopee adapted quickly to serve our communities and
addressed the fast-evolving needs of our buyers and sellers. As a result, we have
cemented Shopee’s position as the favourite e-commerce platform for both buyers and
sellers across Viet Nam. In Viet Nam markets, e-commerce adoption continues to
grow at an accelerated pace and we believe that, as the go to online shopping
platform, Shopee will successfully capture and further drive these growth
opportunities
1.4 Introduction of Internship Position
1.4.1 Internship position
Position: Business Development Intern.
Department: Business Development Department, FMCG cluster, Health & Beauty
category.
1.4.2 Introduction of Bussiness Development Department - FMCG cluster
FMCG industry includes 5 categories: Health and Beauty, Moms, Kids & Babies,
Grocery, Pet supplies and Homecare. Business Development Department
include 3 departments:
● Seller management: Take care of top sellers’ performance via deal hunting,
flashsale, daily campaign.
● Mall/ Retail: Drive brands / SBS via campaign, flash sale and optimize margin
/ inventor.
● Merchandising: Drive campaign (onsite visibility, budget, Flash sale) and
projects, clubs.
Health and Beauty category insights:
● Highest GMV contribution to FMCG
 ● Top brands: The Ordinary, Foreo, LA ROCHE-POSAY, COSRX, Klairs,
Innisfree, Kiehl's, Simple, Paula's Choice, ROMAND
● Trends shifted to healthcare products such as masks, antiseptic solutions, etc.
due to Covid
● Top sellers always have their strategic product, and some sellers have more
than 1 shop on Shopee
Business development entails tasks and processes to develop and implement growth
opportunities within and between organizations. Business development is the creation
of long-term value for an organization from customers, markets, and relationships

1.4.2 Description of Internship Tasks

During your three-month internship with Shopee's business development team, my
main responsibility will be to assist senior staff in managing retail sellers on the
exchange and to work directly with the order management staff, in order to help them
complete your tasks more quickly. This is a scope of work of an business development
intern.
● Negotiate and promote co-operations with partners (sellers), ensuring C2C or
B2C seller base development of categories of Shopee.
● Establishing contact and conducting sales meetings with key decision makers
to convince them to join Shopee marketplace.
● Conducting necessary follow-up to ensure sales process completion until the
seller is live.
● Provide market insights from sellers' perspective, including understanding
products, sellers, market & competitor dynamics.
● Developing online merchandising and promotion proposals to achieve sales
targets.
● Prospecting leads and identifying key business partners for Shopee platform.
● Track, care and evaluate activities of the partners (sellers).
● Perform other duties as assigned by the Line Manager.
CHAPTER 2: PROBLEMS ANALYSIS
2.1 Working process of business development staff
Business Development is an important role, in which being a bridge to connect sellers
and their potential customers by leveraging platform tools/programs, end results to
increase the performance of the seller's business and also my commercial KPI.
*Day in life of a BD staff
- Sales Performance
● Plan monthly target ADO/GMV for sellers
● Allocate properly real estate in terms of flash and exposure on all kinds of
campaigns, that should be in line with growing target per seller.
● Study hot searches in market as well as platform, analyze existing data of
category to suggest best skus/product both sellers have or not have yet for them
to stock up or sort out to match buyer demand all the time.
● Identify competitive price – vs competitor, vs last campaigns to suggest seller
on pricing for skus on daily basis, also in campaigns to increase CR and get
more sales as a result.
● Like pricing, planning stock for sellers based on historical data per item/size of
product, helps sellers better manage their importing and producing activities.
Avoid break time due to lack of stock problems.
● Review sales performance of the seller on a daily/weekly basis to make sure
everything that is put in plan be executed from the seller 's side.
● Tracking closely performance for overall performance, entire shop to single
products to really understand biz on a daily basis.
● Proactively reach out and discuss with sellers if seeing any changes versus plan
and discuss for improvement right away to secure performance.
- Seller incubation
● Segment sellers into different groups with customized treatments based on their
capabilities.
● Understand and keep updated on existing seller programs, able to help sellers
realize the benefit, measure impact to biz when joining these programs e.g
FSS/CCB/Seller affiliate.
 ● Work with sellers on top products (deals) which matched with certain flash
slots and campaigns (category campaign/platform campaign/initiative
campaign). Quality deals should have competitive prices compared to historical
data, also competitors and enough stock.
● Educate sellers features which developed to help sellers actively market their
product to buyers by themselves instead of relying on allocated resources e.g
Paid ads, In shop Flash sale/bundle/add-on/Feed/Livestream...
● Support sellers during the time they join the program (FSS/Paid Ads/CCB...) to
help solve any issue they may have.
● Educate sellers to use features on Shopee: paid ads, in shop Flash
sale/bundle/add-on, Shopee feed...
- Operation support
● Track operation metrics daily, immediately inform sellers for metric on risky
zone, discuss with seller solution to secure good score.
● To be a contact point between seller vs other operation departments to give
them feedback/update progress if they got an issue on ops side (e.g deleted
listing, late pick up from 3PLs...)
● Package contracts support: proceed to complete contracts and payment for
packages selling.

2.2 Information about supporting teams

Among many departments in Shopee, there are some departments that BD usually
contacted.

* Operational team
- The Operation team 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.

* Flash sale team

- The flash sale team is very familiar to BD because they are in charge of dividing the
slot for each PIC. After BD has submitted the flash sale deal, they will check if it is in
the correct format and does not violate any QC team rules, and then the price tag team
will continue the task by confirming the price tag and checking the inventory. At the
end of the process, the flash sale team double-checks that all of the deals were
submitted correctly, and the merchandise team receives the deal list and launches the
flash sale on time.

Figure 2.1: Flash sale submit process

(source: Shopee)
* Banner team
- The banner team will be in charge of any campaign to promote Shopee offers and
vouchers via the homepage banner. This will increase sales for both the seller and the
category. A campaign will include: Affiliate marketing, home banner, landing page
and online marketing
- The banner team serves as a bridge between the merchandise, price tag, and business
development teams. To complete a campaign, the banner team will collaborate on
planning and execution. If there are any problems with the campaign, they will fix
them.

2.3 The situation of e-commerce platform during the Covid-19 pandemic

- Social distancing due to the COVID-19 pandemic has changed long-standing habits,
making even the elderly and consumers who are loyal only to traditional ways of
shopping consider shopping online. The pandemic has changed consumer trends; a
survey by Nielsen Vietnam revealed that people reduced their frequency of visits to
supermarkets by 50 percent. As Vietnam’s e-commerce is still growing the pandemic
has accelerated this shift. Customers can now shop for everything from groceries to
electronics to education services with just a few taps on a smart mobile device, and at
a very low price, thanks to the emergence of a series of domestic and cross-border e-
commerce websites and applications such as Shopee, Lazada, Tiki, and Sendo.
But this pandemic still has a huge impact on ecommerce, these are some reasons
behind the loss of ecommerce platform.
- The effect of the COVID-19 crisis on e-commerce is not uniform across product
categories or sellers. A surge in demand was observed for items related to personal
protection (e.g. disposable gloves), home activities, groceries or ICT equipment, while
demand dropped for items related to travel, sports or formal clothing (e.g. suitcases,
bridal clothing, gym bags, etc.). This leads to the loss in GMV of fashion category.
- Mandatory preventive measures among nations to contain the spread of the
pandemic has resulted in disrupted trade flow and fragmented supply lines, dealing a
blow to the logistics industry, which is viewed as an auxiliary for trade and commerce,
enabling other industries to deliver goods and services to consumers. This is the
primary cause of the loss of ecommerce. The supply chain has been temporarily
stopped as a result of Directive 16, and many sellers turned on vacation mode due to a
lack of product supply. After Directive 16 is loosen, another issue arises regarding
delivery. Some third-party logistics have been overloaded as a result of the large
number of orders pending prior to quarantine. This results in late delivery and, in
some cases, cancellations, negatively impacting the buyer's experience.

2.4 Some problems noticed in the working process of Business Development staff
in FMCG category
After two months at Shopee Vietnam, I and the other newbies in the team realized that
there are a few problems affecting the BD staff's working process, which can be
summarized into four main issues.
2.4.1 Problem 1: Misunderstanding when working with supporting teams
- Because of the characteristic of department, BD is required to work with a large
number of supporting teams, each of which will have its own process and timeline, as
well as different ways of working. This means that if BD does not understand each
team's process and working style, even if the email is in incorrect form, BD's problem
will remain unsolved.
* Here are some examples for the difficulties in working cross functional team
- Fraud team duties is to detect fraudulent activities on e-commerce transactions,
based on detailed data and learned patterns and respond to customer inquiries on fraud
measures taken. This team is divided into two small teams: BAU team and PMO team.
The responsibilies of these two teams is quite similar so BD must fully comprehend
the problem before requesting assistance from the appropriate team.
+ BAU Team: Check suspicious users/orders, test accuracy of new fraud rules
and features, handle user inquiries via tickets and identify new fraud behaviors.
+ PMO team: Review potential fraud of new initiatives, build new fraud rules
and manage detection features, build and improve fraud processes and market
research on fraud behaviors.
- Below is the process of some functional team. It’s quite hard for a newbie to fully
understand the process of each team.
 Figure 2.2: Guideline request flash sale support

(source: Shopee)

Figure 2.3: Timeline and process of creating designed deals for banner team

(source: Shopee)
Figure 2.4: Timeline and process of creating non-designed deals for banner team

(source: Shopee)

2.4.2 Problem 2: The workload of Bussiness Development Staff is heavy

- Besides completing daily task, BD responsibility is to take care of their list seller.
But for BD who in charge of mid-tail (MT) seller. In terms of seller segment, MT
sellers contribute quite a lot in term of the amount of seller in managed seller pool.
They are identified as SME business, hence unstable on fundamental product, pricing
and operation. Their business may fluctuate as they lack capital or this is just their side
job, etc.. They may know or don’t know how to move faster on us then they need
motivation and help to put more effort on this biz.
- Hence as a BD MT, I am expected to keep relationships with sellers at a more
strategic level, be a partner who can help them build up biz, accompany in difficult
times, and together seek new opportunities for development.
- However, there are a large number of MT sellers. Each BD MT is responsible for an
average of 95 sellers. And during Covid-19, there were numerous requests and
questions from sellers regarding their penalty scores, system errors, and delivery
status. Some sellers are uncooperative, making it difficult to contact them if a problem
arises with their order. In addition, the information about programs from Shopee and
supporting the seller to run their shop well is making BD staff to be overloaded, under
pressure from the target.
2.4.3 Problem 3: Not proficiency in working with supporting tools
- Most new business developers have the same problem: difficulty using the support
tools. Shopee has a number of working tools, including Insight, Lumos, CMT tool,
and the company's back-end site.
- In normal days, BD usually only manipulates data input on google sheets and these
sheets are usually designed by the merchandise team and have been set-up built-in
functions, BD just enters the correct data collected from back-end site. This results in
BD doesn’t get much practice with Excel tool, so when assigned a task using excel
such as uploading deal to CMT, it takes a lot of time to complete. In addition, new
tools in Excel such as Vlookup or the pivot table are only used by few employees
proficiently.
➢ Insight is a platform including data tools for multiple scenarios that aim to
serve business and assist them in making decisions, taking actions.
➢ Query Builder is a main part of Insight, contains User Group, Product Group,
Order Group and Order Item Group.It provides users with data of different
objects for query, download and analysis in different Groups.
➢ Lumos is a data exploration and visualization web application. It enable BI to
build charts and dashboards based on customizing data source and also enable
audiences to view visualized data or input custom conditions to download data
they need
- On big sale days like spike day or category sale day, in order to get a quality deal,
BD must use tools like Insight and Lumos. These tools help BD clearly know the data,
the performance indicators of the sellers as well as the current trending product.
However, only a few BDs are proficient with these tools, and most of the time, the
PIC will only be able to perform basic operations with the help of their buddy or
mentor. Thereby causing a difference in the level of work between employees, also
you do not have data to compare, contrast and choose trending products for spike day.
In addition, some employees are also asked to feel uncomfortable and uncomfortable
having to provide such help in the long run. The seller also reduces the level of trust
with the staff in charge when needing data if Shopee Vietnam does not have solutions
to handle. Therefore, business development staff are required to have knowledge and
hands-on skills on these tools, thereby handle undesirable situation, timely handling,
creating a successful campaign.
2.4.4 Problem 4: There is a constant change in the time of Covid-19: Many flash
sale slots had been cut off due to the affect of Covid-19
As I mentioned in section 2.3, the number of sellers on Shopee has declined. As a
result, the merchandise team had to reduce the number of flash sale slots available.
Because flash sales are so important to Shopee, and because this is the gate that gains
most of traffic to the platform, the quality of each product that appears in this slot is
strictly checked by the QC (quality check) team. As a result, BD will be unable to
provide many flash sale slots to their managed sellers; therefore, the performance of
these shop will be affected, and this will directly influence to each BD's KPI.

2.5 Root cause analysis

2.5.1 Not understand clearly the process of supporting teams
- The misunderstanding of supporting team process may be happen at newbies.
Because there are many supporting team and each team will have their own way of
processing work. Maybe it's because every newbie when onboarding will goes
through a course called BD Excellence, in which being taught about all the
departments that work with BD, causing some confusion in distinguishing these
departments. After a while, new employees will get used to to how each team operates
and will no longer make the mistake of asking for assistance.
2.5.2 Many complains/ question from sellers
- There has been a constant change in the policy for sellers during the time of Covid-
19. Due to supply chain and delivery challenges, many sellers are unable to prepare
orders and deliver them to shippers within the required lead time of three days,
resulting in order cancellation. Late shipment rate (LSR) and non-fulfillment rate
(NFR) are two indicators that influence a shop's rating; if a seller makes a mistake in
either of these situations, the shop will receive a penalty point, which limits some of
the seller's benefits, so BD is frequently asked about this issue. Despite Shopee's
announcement that LSR and NFR do not count for penalty score at this time, some
sellers continue to ask about this, increasing the BD's workload.
- Another issue that frequently arises at this time is 3PLs operation. Due to the high
volume of orders awaiting quarantine, pickup and shipping times have been delayed.
The 3PL is always a source of dissatisfaction for sellers because the number of
pending orders is excessive, and buyers keep complaining that they haven't received
their orders despite the fact that the delivery deadline has passed. Sometimes there
was an error in the 3PLs system, which led to a wrong update in the seller center, and
some orders were canceled as a result.
2.5.3 Lacking of time management skill
- Each BD will have their own set of strengths and weaknesses, which could include
communication, problem-solving, or persuasion skills. However, because the
workflow of a BD in the FMCG cluster is quite fast, time management skills are
crucial. It can be very difficult to complete work successfully if a BD cannot split and
prioritize the work. More than half of employees have problems at work because they
don't set aside enough time to implement the workflow; some spend too much time
communicating with sellers but neglect to focus on the potential ones, allowing the
less potential to grow organically; others allow the task of deal hunting to consume all
of their time, rather than putting forth the effort to pitch a marketing program to a
seller. As a result, employees must develop their own time management skills, be
aware of how much work they do, and work more efficiently without feeling
overwhelmed or under pressure.

2.5.3 Lacking of skills to work with supporting tools

- For newcomers, there is no class or training session on data processing tools like
Insight, Lumos, or Microsoft Excel. In the BD excellence program, the training
content is only a brief introduction about these tools, not practice in reality.
Furthermore, new Excel functions such as Vlookup and pivot tables are not taught in
school, only basic functions such as sum, abstract, and average. Just a few students
continue to learn new things after high school. As a result, only 20% of FMCG staff
are proficient with these tools. However, not everyone is aware of the advantages of
using tools in their work. As a result, it is preferable for the company to ensure that
salespeople are proficient with data processing tools.
2.5.4 Reduce pressure on carriers
- Another reason Shopee reduced the slot for flash sales was to reduce carrier
pressure. At this time, Shopee is focusing on developing ShopeeFood, a new feature
of the platform that express delivers food, as well as the ability to go to the local
market, which is a critical feature in the context of the pandemic, when there are over
10,000 cases of covid every day and people are limiting their outings. They want to
take use of the delivery network to optimize the experience of this new feature.
Furthermore, some post offices are closed at this time due to the blackzone or a lack
of staff, forcing sellers to bring their orders to another office, causing the 3PL to
become overwhelmed. If seller 3PL continues to receive orders, the likelihood of a
failed delivery is very high.
CHAPTER 3: RECOMMENDATION: SOLUTIONS TO IMPROVE THE
WORKING QUALITY OF BUSINESS DEVELOPMENT STAFF IN FMCG
CATEGORY

3.1 Conclusion
- When it comes to Shopee, most users have the same thought: "everything is
available, buy it all at Shopee" or "specialty" on spike days like 9.9 or 10.10. These
days always have the most traffic and bring Shopee the most revenue. To be able to
have these successes, it is impossible not to mention the business development staff,
they are the ones who connect sellers to Shopee, support and help them grow on the
platform, and the price of a Flash sale deal is always the lowest because these BDs
have negotiated with sellers and convinced them to give the best price.
- Therefore, behind the success of each campaign is the effort of each business
development staff. As a result, it is necessary to identify the shortcomings that still
exist in BD's working process. Thorough training, equipping them with the necessary
skills, and providing the best working conditions for each business development
employee will help them save time and be more productive. working more efficiently.
- E-commerce has the potential to make considerable development, but it is
inextricably linked to the economy's overall growth. The Covid-19 epidemic has had a
significant impact on product production and distribution, which has impacted e-
commerce as well. People's buying habits in the online environment have changed
dramatically as a result of the epidemic, and this will have a positive impact on e-
commerce development after the pandemic.
- Supply and order fulfillment activities play an important role in e-commerce, from
organizing goods supply to transporting and delivering goods to customers.
Businesses in the field of e-commerce must also focus on solving the problem of
organizing goods transportation during epidemic situations as a result of this problem.
The complicated situation of the COVID-19 epidemic in the southern provinces,
which began in early July 2021, has caused sellers to be significantly impacted,
possibly in terms of capital or labor. Furthermore, third-party logistics' activities have
been disrupted, causing difficulties for businesses' commercial activities, which may
affect the supplement or result in the closure of post offices. Deliveries are becoming
more difficult than ever. As a result, Shopee experienced significant difficulties during
the third quarter of 2021 as a result of the covid pandemic. Therefore, it is important
to recognize and confront these challenges.

3.2 Recommendation
3.2.1 Learning and Development Department should focus to train new staff
thoroughly and occasionally test the knowledge of the old staff
Hiring the right people and training them properly are the most effective ways to
ensure the success of each organization
- There are three main areas of training that successful companies focus on.
Orientation is for new staff only, and it is designed to help them become familiar with
and comfortable with the organization. What is commonly referred to as training
assists new employees in performing their jobs more effectively by focusing on the
specific skills and knowledge required for the position, as well as how this particular
organization applies them. Finally, there's professional development, which entails
continuing education and training throughout a person's working life in order to help
his/her improve at what he/she does.
- Orientation: New staff, regardless of their experience or skills, require prompt and
limited orientation to their jobs and the organization as a whole — how it operates,
who the other staff members are, what it considers normal, and so on. The following
are some of the topics that should be covered during orientation:
- The organization's structure and general functioning — which positions cover
which areas, each department’s responsibilities, who supervises whom,
communication channels, organizational policies and procedures, any specific
rules or regulations the organization or its employees may be subject to, and so
on. Shopee has done this through some sessions of BD excellence program, this
is the overview of relating department/team.
- The organization's philosophy and mission: On the onboarding day, new staff
will be taught about the vision, mission and most important, the core value of
the company. When companies clearly outline their core values, it makes it
 easier to attract like-minded people who fit in with the company culture; this
leads to greater productivity. A company that consistently adheres to its core
values also demonstrates integrity, something that can encourage employees to
stay even when things get tough, especially in this time of Covid.
- Training: The organization's training guidelines must take into account what makes
this position unique from others, as well as what a new employee is likely to need to
learn. The BD Excellence program I mentioned above is just for all BD from all
clusters but each cluster will have many categories and each category must have
internal training because BD from different categories will have different ways to
process the work. Here BD will be trained on how to do every task as well as ways to
handle problems from sellers. Furthermore, supporting teams’ operation must be in
the training content to make it easier for newbies to communicate and working with
those teams.
- Professional development: Effective organizations believe that training is an
ongoing educational process that takes place throughout one's working life, and that
the more relevant information and skills that employees can gain, the more innovative
and competent they will be. As a result, they encourage employees to continue their
education beyond the basics provided by the organizations. Shopee can provide
continuing in-service courses and workshops, as well as creating online courses on the
learning system of Shopee. The goal is to ensure that everyone in Shopee is constantly
learning, which allows Shopee to constantly reexamine and refine its practices,
allowing it to become even more effective. Furthermore, occasionally testing
knowledge of old staff makes sure they are fully understood not just internal process
but also the rules and process of relating departments.

3.2.2 Training Customer Service team to share the work for BD team
As I mentioned in Chapter 2, the workload of BD is increasing as the number of
sellers assigned to each BD increases. The greater the number of sellers, the more
work each BD will have to do. The most common issue that BDs face during the time
of Covid is a complaint about delivery or 3PL operations. Every day, there is a list of
orders that will be canceled for a variety of reasons, including 3PL system errors,
orders that have been pending for more than 16 days without preparation from sellers,
or orders that have not been picked up by shipper. When BD contacts the seller to ask
if they want to keep these orders, the seller will express their dissatisfaction and push
another order to be picked up or push delivery faster or push the carrier to return the
goods to the seller. This will add to BD's workload, and they will eventually be unable
to complete other tasks such as deal hunting or pitching paid ad packages to other
sellers. Therefore, Shopee should divide the work to its customer service (CS) team to
handle some tasks for sellers, such as push delivery or push return goods, because CS
has been handling these tasks for buyers, and they can now handle the same task for
sellers. The BD team's workload will be reduced thanks to this.

3.2.3 Design a flexible schedule, prioritize the implementation of important tasks

Every minute of your day impacts the business and your satisfaction — learn to better
balance the work schedule so you can have more personal time with time management
training. The amount of tasks given in one day can overwhelm new BDs, so they must
schedule their time to complete these tasks. Delegating tasks, setting deadlines, and
writing down to-do lists are all popular time management techniques. Employees are
frequently overwhelmed by the volume of tasks they must complete on a daily basis,
and overall productivity and morale suffer as a result. To avoid these issues, I propose
four time-management methods. This reduces stress, increases employee satisfaction,
and increases productivity.
1. Planning
- Planning ahead of time allows you to mentally prepare for any situation that
may arise. Encourage team members to create a list of each day's tasks the
night before, in any order, regardless of importance.
- BDs will be less likely to procrastinate when they return to work the next day
because they will already know what their schedule will be.
2. Set Task Priorities
- BDs should determine which tasks are most important. It's critical for them to
be able to recognize which items will help them achieve their objectives. The
 Eisenhower Matrix is a useful tool that divides tasks into four quadrants based
on urgency and importance:

Figure 3.1: Eisenhower Matrix

(source: internet)

3. Recognize the Importance of Energy in Productivity

- Productivity is heavily influenced by energy levels. We have high-productivity
hours and low-productivity hours on any given day. Morning people, for
example, are most focused and alert early in the day, and their energy levels
drop after lunch. “Night owls,” on the other hand, are more productive in the
afternoon and evening. Employees can better manage their time if they know
when they are most productive.
- And for some tasks that have a long deadline, we could also use Jeremiah
Dillon's method, Dillon advises his teammates to do the following:
+ On Mondays, when they are still recovering from the weekend, plan to
complete "low-demand tasks."
+ On Tuesdays and Wednesdays, when energy is at its peak, they should
tackle their most difficult tasks.
 + Schedule meetings for Thursdays, when your energy levels are at their
lowest.
+ Friday is a good day to do "open-ended work, long-term planning, and
relationship building," because that's when your energy is at its lowest.
4. Make use of technology to plan and track work.
- There are a number of tools available to help you automate and manage tasks
more effectively. Teams can save time by finding the right solutions. Here are
some suggestions:
+ Employees should be encouraged to use digital calendars to visualize
their schedules and tasks, as well as to set up reminders. I recommend
that you use Google Calendar. You can add reminders, notes, and event
locations, as well as invite other users to edit the event. Google Calendar
syncs with Gmail in addition to scheduling daily activities. Gmail
information and events are automatically imported into Google
Calendar.
+ Use a note app to schedule and monitor work, and simply write down
the goals, the work to be done, doing, and done that day in the evening
before or in the morning. I strongly advise you to use Notion. Notion
software is an all-in-one solution that offers more than just a note-taking
app to users. You don't have to switch applications or open multiple tabs
if you don't have to. Users save time by using a single platform with
multiple tools.
Figure 3.2: The interface of Google Calendar
(source: Internet)

Figure 3.3:The interface of Notion

(source: Internet)

3.2.4 Arrange training sessions for time-management skills

- Shopee should organize time management skills training sessions, as well as one to
two soft skills training sessions per week for BD. They can share their own difficulties
and work experiences in order to achieve targets during these training sessions, and
management will then collect specific problems that cause problems. BDs who do not
meet their targets, on the other hand, should learn from those who have met theirs
about allocating time to the work process during the running phase of mega
campaigns like spike day 10.10. In addition, each sharing/training session should
invite some prominent friends from other categories to participate, share their process,
and learn from one another in order to deliver a perfect campaign.

3.2.5 Arrange separate training sessions for new staff to practice directly with
supporting tools
- With the rapid growth of e-commerce in general and Shopee Vietnam in particular,
the company must implement the best and most efficient strategies and support tools
for its staff. Instead of having to wait for the merchandise department to send data to
each category, or when needing any information at a request, wait for the team leader
to accept and send it to the data reporting department, then receive it back. Getting
information is quite time-consuming between departments with some small data.
Thereby, BD can run those data themselves to get information in the fastest and
proactive way.
- Every month, Shopee should organize a training session on the use of supporting
tools for business development staff to make good use of these tools. The instructor
will be selected from merchandise or IT department. A sharing session will be held
every month to open registration requests for employees depending on the current
situation because some of the staff may have mastered the support tools but do not
know how to use the functions in excel properly. Registering according to individual
needs will ensure the quality of the teaching session and not waste the time of those
who have mastered the tool.
- This will ensure that all BD can use support tools like Power BI, Insight, SaleForce
and make good use of Excel functions to support work such as Vlookup, Countif,
Frequence, Sumif, etc. The tools seem quite difficult to understand for those of you
who are slow to absorb technology, but these softwares help a lot in hunting discount
deals, choosing products to participate in Flash sale, track the operating index of the
shop. At the same time, BD can also rely on the data processed in these software to
know the situation of achieving their targets, from which there are solutions to
improve sales and target orders if necessary.

3.2.6 Adapt with the current situation since the company core value is “We
adapt”
- Shopee is a value-driven organization. Our 5 core values reflect shared principles
and beliefs on the way we conduct our business. Our values also shape our attitude,
and guide our thinking, everyday behaviors and decisions. It explains why we do
things in a certain way in the organization. There is a value called “We adapt”, this
means every staff in Shopee must respond positively with flexibility when faced with
changes and ambiguity. We also plan ahead for potential changes that might happen.
The pandemic has bring lots of challenges, change the ways we used to work. The
business development department, in particular, has had a lot of difficulty working
with sellers this time. But as a member of Shopee, each of BD must learn to face to
the problem, accept it and try our best to solve it.

3.2.7 The support from the government for the e-commerce, creating a premise
to promote the development of Shopee
- The digital era has arrived. The trend of online business or online sales has brought
economic efficiency to many business lines in Vietnam, thanks to the rapid
development of the Internet. E-commerce is no longer a strange concept in society or
a new field in our country in recent years. The COVID-19 pandemic has brought
many changes to the economy in 2020, and the explosive growth of e-commerce has
helped to make Vietnam one of the most promising markets in Southeast Asia.
- The Ministry of Industry and Trade has directed the Department of E-commerce and
Digital Economy, which is responsible for managing e-commerce, to continue
researching and proposing solutions in order to meet the goals, strengthen consumer
protection legitimate interests in e-commerce, and encourage businesses to participate
in and develop a healthy competitive and sustainable e-commerce market, through
four main solutions:
+ Completing the legal framework: E-commerce is a highly specialized field that
combines technology and the market, as well as physical and virtual elements.
As a result, the legal framework must continue to be improved in association
with practice. To address problems and inadequacies, new regulations on
subjects and management mechanisms for e-commerce activities are proposed,
as well as regulations on e-commerce activities with foreign elements.
Specifically, product information on the e-commerce platform must be explicit
to the public, consumer information must be transparent, and commercial fraud
must be avoided. E-commerce activities on social media should be clearly
regulated.
+ Develop policies and solutions to increase e-commerce platform visibility: In
particular, in the next five years, the government should develop a program or
tool to evaluate e-commerce business entities and score the performance of
each ecommerce platform, in addition to developing programs and policies to
promote the reliability of e-commerce websites. Consumers will be able to see
their credit score publicly. With the completion of the solution in the ecosystem
of "Developing an e-commerce credit platform" in Vietnam, it will contribute
to the development of a healthy online market, consumer trust, business
support, and outstanding e-commerce developments.
+ Infrastructure for information technology should be improved. E-commerce
trading platforms operate through the Internet, which requires a high level of
customer security. In addition, a web with a user-friendly interface, a secure
network, and a high connection speed to ensure smooth element circulation is
critical. To build a comprehensive infrastructure, businesses and the Ministry
of Industry and Trade must work together.
+ Complete logistics infrastructure. Logistics is an integral part of the
development of e-commerce and accounts for a large proportion of the total
cost of e-commerce transactions. In addition, logistics infrastructure and
capacity also affect the success or failure of an order, thereby affecting the
success or failure of an enterprise. Therefore, to ensure the development of e-
commerce, the logistics infrastructure in general as well as the logistics
infrastructure for e-commerce needs to be completed.
 Conclusion of Chapter 3

The study's final conclusion is presented in Chapter 3, along with the author's
assessment of the research method used in this study. The author, in particular,
proposes solutions to the causes mentioned in Chapter 3:
● Learning and Development Department should focus to train new staff
thoroughly and occasionally test the knowledge of the old staff
● Training Customer Service team to share the work for BD team
● Design a flexible schedule, prioritize the implementation of important tasks
● Arrange training sessions for time-management skills
● Arrange separate training sessions for new staff to practice directly with
supporting tools
● Adapt with the current situation since the company core value is “We adapt”

Furthermore, it proposed some solutions for the government to support businesses

operating on the e-commerce platform in developing sustainably and rapidly in the
coming years. Since then, the activities in the business have improved, promoting
performance and reducing the amount of work that is not in the process for Shopee
Vietnam's business development staff.
 CONCLUSION
The global pandemic has completely solidified the need for e-commerce. Where it
used to be just one of many options we had when it came to making a purchase, e-
commerce instead became the primary method of shopping. As the COVID-19
pandemic reshapes our world, more consumers have begun shopping online in greater
numbers and frequency. e-commerce outperforms traditional brick-and-mortar retail
in a pandemic. Customers prefer to have goods delivered to their doorstep rather than
going outside and risking infection. Ecommerce was growing fast before COVID-19
hit. But the pandemic pushed even more consumers to shop online. And as one of the
most popular e-commerce platforms in Vietnam, Shopee becomes the most visited
website. As a result, more sellers will promote their products here, and many people
will open shops on Shopee. And the business development staff, who is in charge of
taking care of seller will suffer lots of difficulties, therefore, not meeting the expecting
target. The purpose of the study was to highlight some of the issues that some BDs
face. They are: Misunderstanding when working with supporting teams; the workload
of Business Development Staff is heavy; some BDs are not proficient in using
supporting tools; and, finally, there is a constant change in the time of Covid-19:
Many flashsale slots have been cut off due to Covid-19's effect. Besides, analyzing the
five main causes affecting the existing problem to offer solutions to help businesses
improve their working processes and be more efficient in the future. the study comes
up with some recommendations that are practical and most compatible with BD in
Health and Beauty category to enhance the working quality. Thereby, helping
businesses attract more new customers as well as maintain long-term relationships
with customers who have shopped online on Shopee.
“The study is conducted within the period the author is working in Shopee as a BD
Intern, it is evitable that there are still some shortcomings in research interpreting and
recommending, the author hopes that this study could be the premise for other
researches and be improved completely in the future”
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 APPENDIX 1: Internship reflective journal

Time Tasks Achievements Lessons Learned

(knowledge, skill,
attitude)
Week 1: from 09/08/2021 to 13/08/2021
- Download Seatalk – an - Get to know colleagues in - Improving
application used to the team communication skills
communicate internally - Have a concept of what I - Practicing being
in Shopee, get a brief will do in the upcoming sociable, friendly with
introduction about the internship new co-workers
job from my buddy, Ms.
Uyen, and she added me
to some work groups on
Seatalk.
- Introduce myself and
get acquainted with
colleagues in 3T team
Monday
09/08/2021
- Attending an - Have a wider understand - The general
Orientation Training about Shopee for example: knowledge about life
class for new staff. the established and developed at Shopee and
Content of the lesson: journey as well as the core company benefits
● Overview of value of the company. This - Understanding
Shopee can help me to integrate company’s values and
● Working policies better while working here company insight
and regulations
● Answering
questions

From 10/8 to 18/8, I participated in the "Business Development Excellence" program, this
program’s aim is to help new BD staff better understand the functions and duties of BD and
provide the necessary knowledge to complete my job well.

Tuesday - Attending BD Training - Understand 4 core

10/08/2021 Program with the topic - Understanding the general strategies of Shopee
of: “Overall Shopee & working process of a - Know some key
Intro to RM/KAM” business development staff highlight of Shopee
include:
- Understanding 3 working ● Combine all in
model in Shopee 1: 3PL,
- Understanding the Shopee payment…
team structure
 ● Open to every
sellers
- Having the overview
of RM/KAM: what
they do and how their
work be evaluated.
- Attending BD Training The Seller Center is the place - Understanding what
Program with the topic where seller can track their seller can do in the
of “Seller Center” order, upload their list of Seller Center – a
product and manage their website that helps
marketing for their business seller to manage their
- Orders process business
● Know the end-to-end
order timetable from
when the Buyer places
order to when the
Seller receives money
in their bank account
● How to confirm a
specific order to
confirm mass order
- Upload Listing
● Know how to upload
Wednesday and edit a single to
11/08/2021 mass product
● Know how to improve
product content to
boost sales
- Marketing Center
● There are 5 ways to
boost sales with
promotion: seller
discount promotion,
bundle deal, add-on
deal, in shop's flash
sale and shop voucher
● Sellers can change
their information in
Shop Management
- Attending BD Training - BD can use website - Understanding the
Program with the topic admin.shopee.vn to check the concept and the
of “Back-end” order status, the information

Thursday - Attending BD Training
12/08/2021 Program with the topic
of “Operation QC”
Friday - Attending BD Training
13/08/2021 Program with the topic
of “BD Tools”
of a product, user function of back-end
performance and promotion and front-end
- Front-end is the display that - Get familiar with
user can see in website website
Shopee.com admin.shopee.vn, this
is the website that
Shopee use to manage
its user
- Understanding the general - Understanding some
process of uploading product types of violation of
on Shopee uploading
- Know some listing
requirements and main
controlling groups of the
product on Shopee
- There are 4 tools for BD to - Get used to some
tracking data tools and BD support
● Lumos: a data systems
exploration and
visualization web
application, supporting
three scenarios: ad hoc
query, data
visualization and self-
service download
● Insight: a platform
including data tools
for multiple scenarios
that aim to serve
business and assist
them in making
decisions, taking
actions.
● Salesforce: a CRM
tool supporting
RM/KAMs in
monitoring/tracking
overall KPIs
performance and daily
execution at seller
level
● Shop Data SOP: a
one-stop portal for
 Local Relationship
Managers and
Operations to find
relevant information
about their stores in
order to assist them
- There are 2 support systems
for BD:
● SOUP system: this
portal is able to apply
for access to all
internal portals used
internally by Shopee
● KMS (Knowledge
Management System):
This outlines all
articles/tasks and their
corresponding L1, L2,
and other publishing
details. This also
includes the PICs of
each function,
responsible for
populating content
under their teams.

Week 2: from 16/08/2021 to 20/08/2021

- Attending BD Training - This class is very important
Program with the topic because deal hunting is one
of “Deal Hunting & of the most important
Flashsale” and “Seller activities in all Shopee
Program” campaigns.
Furthermore, my main job as
a BD intern is to contact with
Monday
sellers and ask them for the
16/08/2021
best price to join FS
campaign. This class had
helped me to get a needed
preparation for up-coming
tasks and understand well
about my job.
- Understanding the
process of deals
hunting
- Brief knowledge of
CMT tools, this is a
tool for campaign
management. It allows
BD to collect deals
nominated from either
seller (self-
nomination) or BD
PICs (BD nomination)
- Learning about
general Flash sale
submission process.
 - Learn how to read Flash - Knowledge about 4
sale status properly and Seller Program
maximize sales with Shopee
Flash sale
- Know some customer
experience issues and how to
handle it

- Attending BD Training - The seller affiliate program The knowledge I have

Program with the topic had been mentioned in the learned through this
of “Seller Affiliate - previous class and this class class
Seller Program” had helped me deeply - Commision &
understand about this payment process
program. - Communication
channels
- Affiliate registration
process for sellers
- Common errors the
seller may face
- Some tips for seller
to best display their
affiliate link in social
media
- Attending BD Training - After this class, I can know - The general
Program with the topic the characteristics of each knowledge about
of “Campaign & vouchers and the difference promotion teams
Promotion Team” among them. (scope of work,
- The work in team responsibilities)
promotion requires a very
high level of accuracy
- Attending BD Training - After this class, I have - Adopting more terms
Program with the topic achieved: about paid-ads and
of “Shopee Ads” ● Know how to set up widening the
Shopee Ads knowledge about
● Some useful tips for Shopee-ads
Tuesday seller to advertise
17/08/2021 effectively
● Give seller advice to
choose which type of
free credit that suit for
them
 - Attending BD Training - After this class, I can - Knowledge of
Program with the topic support seller if they have Shopee Live
of “Shopee Live” any question about Shopee
Live and pitching them to use
this feature
- Attending BD Training - Understanding the highlight - Knowledge about
Program with the topic and policy of each 3PL some type of 3PLs
of “Operations - Shopee is very strict about existed in Shopee
(Logistics, Payment, fraud or scam, always try - How to manage if
Fraud)” their best to protect the right the seller or the buyer
for both sellers and buyers is a fraud or scammer
- Knowing way to check paid - Understanding the
order in Back end if there is working process of
any question from seller Team Payment
about their balance or the
Wednesday
payment process
18/08/2021
- Attending BD Training - NFR (Non-fulfillment rate) - Understanding the
Program with the topic and LSR (Late shipment rate) process when an order
of “Ops SOS & Shopee is the two important figures is placed
Order process” affect to the penalty point. - Adopting some terms
- There are specific penalty relating to order
tier and if the seller reaches information and order
each tier, they’ll be punished status
by Shopee - Understanding the
principle of penalty
point
- Attending a catch-up - Introduce myself and get - Communication skill
meeting with team 3T acquaintance with senior co-
and team HB, which are workers and newbies
2 teams that I’ll mostly
work with during the
Thursday internship
19/08/2021 - Attending orientation - Understand the overview
meeting structure of Business
Development Department
- Be informed about the
incubation flow and main
tasks
- Attending a training - BDs should pitch Seller to - Understand about
session of HB Incubation join this program because FSS, CCB and
team with the topic of FSS/CCB program can help exclusive program on
Friday “Seller Programs” seller attract more customers Shopee
20/08/2021 to their shop by increasing - Understand the
visuality and having better process to become
voucher. Favorite Shop/
Favorite Shop +
 Attending a training - Penalty point is used to - Understand deeply
session of HB Incubation evaluate the performance of about penalty point
team with the topic of the Shop. This scoring will and Shopee's order
“Penalty point” help the Shop to monitor the processing regulations
operating results and
promptly detect problems for
improvement.
- Sellers who repeatedly
receive penalty points may be
temporarily cut off their
benefits until they improve
their performance and be able
to have their original
benefits.

Week 3: from 23/08/2021 to 27/08/2021

- Attending FMCG - This has been the tough - Listen and remember
weekly update meeting. time for our society, the the key point that each
government had implemented leaders said to know
the directive 16 in the the current situation
southern provinces of and the solution for
Vietnam. This was a huge the next 2 weeks
impact on Shopee, all CATs
had not achieved the target in
the mini Spike day 15.8
- For the next 2 weeks, Ho
Chi Minh City will be total
locked down as the Covid-19
Monday situation there worsens. This
23/08/2021 means sellers in Ho Chi Minh
city can not deliver their
product as logistics being
impacted, hence pick-up and
delivery are delayed. Our
Category Manager has come
up with some solution to
calm the sellers, Shopee will
still support seller as much as
possible
- Deal hunting for 9.9 as
normal, push more for green
zone / Hanoi sellers
 - Attending a training - Understanding the process
session of HB Incubation of checking products of team
team with the topic of QC
“QC listing” - Know some violations and
documents needed to prove
the authenticity
- Functional food is strictly
managed, if seller don’t have
document needed, it will be
deleted in the first time (not
after 3 time like normal
Tuesday product)
24/08/2021
- Attending a training - This class is very useful
session of HB Incubation because I’ll working with
team with the topic of sellers most of the time to
“Important tips hunting deal. Ms. Ly has
For working with seller” share many tips that she used
to make her work easier such
as classified seller when
receiving a list of seller, right
ways to communicate with
seller
- Get familiar with
back end tool to check
the reason make the
product ban or deleted
- Some ways to
communicate with
seller if they have
problem with team QC
- Know some tips
when working with
seller to increase their
satisfaction
- Be aware of
difficulties and
challenges that may be
encountered when
working with seller

- Attending a training - Hunting deals is the main - Overview of CMT

session of HB Incubation task that every BDs need to tool
team with the topic of do and this is one of the most - Know how to create
“Deal Hunting” important activities in all tracker to track hunted
Shopee campaigns, it can data.
contribute up to 40-60%
in campaign GMV, make
Wednesday strong uplift of Order &
25/08/2021 GMV. Therefore, every BDs
need to perform this task
proficiently.
- Ms. Dung has shared some
tools to categorized sellers
and some tips to hunt deals
effectively as well
 - Attending a training - Price is the most common - Understand every
session of HB Incubation reason come to mind when step to check and
team with the topic of people being asked why confirm price tag
“Price tag” choosing Shopee so when - Know how to act
doing price tag, it must be when the price is
done carefully. Therefore Ms. wrong.
Tram Anh has shared some
information about price tag
and some note for better price
tag confirmation.
- Receive my - Scanning seller is crucial, it - Know the seller that
September’s list seller can help me to define the top I’m going to in charge
- Scan seller to know seller to spend most of the - Know the
their operation, best time to push them and just characteristic of each
seller product help the other to run their seller.
business effectively or just let
them run organically.
- Besides, scanning seller can
help me to define which one
had been banned or which
one is on vacation mode.
Thursday
26/08/2021 - Attending a training - There are 8 RM KPI’s - Understand the
session of HB Incubation indicators, therefore I need to indicators of RM KPI
team with the topic of keep track of all the daily - Know how to view
“RM KPIs ( KAMs)” targets, give priority to the reports on Salesforce,
“Fraud” high-weighted target, which gdoc.
one is sure to reach the target,
then move on to another
lower target.
- Some note when joining
RM KPI, need to make a plan
to effectively push seller to
reach KPI.
 - Attending a training - Fraud is a suspicious - Understand what
session of HB Incubation activity of a user due to fraud is, how to define
team with the topic of abusing the Shopee program fraud and the checking
“Fraud” or causing harm to other process
users, creating a non-existed
account (transact and
cooperate with some party to
get a virtual phone number).
- Checking fraud is very
important, if we look at the
revenue without checking
fraud, we might think we
have achieved the target and
set a higher target for the
next campaign. Moreover,
it’s very unfair to the genuine
seller if we ignore them and
just focus to push the fraud
seller.
→ This can lead to the
unsustainable development
of the company.
- Attending a meeting - Business development - Understand the
with all managers of entails tasks and processes to structure and scope of
FMCG cluster develop and implement work of each team in
growth opportunities within FMCG team.
and between organizations. - Know the category
Business development is the insights and related
creation of long-term value stakeholders of BD
for an organization from department.
customers, markets, and
relationships.
- This meeting is very
Friday meaningful to me. It helps
27/08/2021 me to understand more about
my department as well as my
cluster. Moreover, Mr. Dan –
category manger has told us
about our core value and our
mission, he said that each of
us, together make our
Shopee’s plane flies higher
and faster. This gave me the
motivation to perform better
and give my dedication in my
job.
 Week 4: from 30/08/2021 to 3/09/2021
- Contact with sellers - Notify seller that I will be in
- Answer their questions charge of taking care, helping
about operation them in operation, as well as
participating in Shopee
Monday campaign
30/08/2021
- Deal hunting for new - This is the task that every
user collection BDs have to do almost every
day so I have to get used to it
and do it precisely
- Improve
communication skill
- Have knowledge of
some problems that
sellers frequently
faced
- Improve
communication skill

- Hunting for deal - The purpose of deal unicorn - Improve

Unicorn (deal unicorn is
a collection of deal that
appear on banner in sale
day of category)
Tuesday - Assist the seller in
31/08/2021 resolving the issue of
being tagged as a
favorite shop.
- Price tag confirmation
Wednesday
01/09/2021
is to develop and open more communication skill
visibilities for category on - Know how to
banners, so each PICs must confirm deal with
nominate the quality product seller correctly
that already has purchase and
review.
- This seller has tried to - Problem-solving
confirm his ID number on skill
system to complete the - Cross-team
process of becoming favorite communication skill
shop 3 times before and still
haven’t receive this tag so I
have send this request to SOS
team to ask them to resolve
this case
- After filling any deal, each - Being careful,
BD must confirm the stock to and precise when
check whether there is doing with data
enough stock or not, or else and numbers
BD must upstock to avoid
being rejected
 - Solve 3PL case for - This seller has 2 problems: - Adopting promptly
seller his package hasn’t been to the situation and
picked up and he can’t turn have a quick response
off the 3PL option in seller about the problems
center
- So I made 2 request for 2
team: logistic for the 3PL
problem and SOS for system
problem in the requesting
sheet
- Hunting Flash sale deal - Every slot for flash sale - Being careful,
for September 8th deal will be checked very and precise when
carefully by QC team so BD doing with data
must choose quality product and numbers
that not violate the listing
rule

Thursday 02/09/2021 and Friday 03/09/2021: Independence Day off

Week 5: from 06/09/2021 to 10/09/2021

- Contact more seller - In Thursday I’ll have to - Improve
introduce Ads Credit Package communication skill
9.9 ("Giúp Shop Tăng Sale")
and auto QSS - Program with
Monday eligible Sellers and convince
06/09/2021 them to purchase and use the
package so I must contact
them in advance to make it
easier to convince them buy
these package
 - Solve 3PL case for - In the time of this - Cross-team
seller pandemic, almost every seller communication skill
will have problem with 3PL.
It can be many pending order - Adopting promptly
waiting for picked up or late to the situation and
delivery to buyer. have a quick response
- To solve this problem, I about the problems
have to calm the seller down,
said this situation is
unavoidable at this time,
hope them can understand,
BDs are here to help them so
I will note down their
problem they’re facing and
report to logistic team for the
solution.
- Training Exclusive - Exclusive program is a - Understand the
Seller Program program for sellers who only overview of Exclusive
sell online on Shopee. Seller Program
- Know the benefits seller can
get when attending this
program, this can help me to
pitch them to join.
- Know some action to avoid
when communicating with
seller because this program is
quite sensitive
- Hunting deal flat 9k - I’m quite familiar with this - Always carefully
task but I made a mistake this checking the
time. I didn’t check one of task before confirming
the two deals; the seller gave or submitting it
me the promotion price that
Tuesday even higher than the normal
07/09/2021 price. Fortunately, my buddy
has told me to cancel this
deal and find another one and
she told me to check every
deal before confirming deal
with seller
 - Continue pitching paid - Most of seller are affected - Friendly attitude,
ad packages to sellers by the pandemic so ask them being polite and soft
to buy paid ad package is to all customers
quite hard. When they
refused to buy the package, I
don’t force them to buy, just
show the sympathetic and ask
them for the reason to note
down
- Attend meeting with - In this meeting, Mrs. Yen – - Skills of synthesizing
team HB Incubation manager of team HB inform the information
us about things to prepare for
spike day 9.9, some scenarios
Wednesday may happen and ways to
08/09/2021 handle it
- Confirming price tag - Double check the - Being careful,
information about the and precise when
nominated product, doing with data
especially price, stock and numbers
- Attend meeting with - To kick off a spike day, - Skills of synthesizing
FMCG team there will be a meeting for the information
managers to inform each
target need to reach include
GMV, ADO, some points to
note down, competitor
operation. At the end of the
meeting, he encouraged us to
Thursday strengthen the spirit of all
09/09/2021 staff to start a mega sale day
- Solve problem for - Problems that seller faced in - Adopting promptly
sellers spike day mostly about to the situation and
confirmation order and have a quick response
system error. I have to about the problems
immediately response to
them to take a quick action to
the problem.

- Deal hunting for - These 2 tasks are quite - Being careful,

Friday collection 99k familiar for me so it didn’t and precise when
10/09/2021 take much time doing with data
- Confirming price tag and numbers
 - Hunting deal for mini - This is a new task for me - Experience of using
spike day in CMT tool because I used to hunt a CMT tool
small amount of deal with - Enhancing the
seller via Zalo, but in order to skills of utilizing
complete hunting in 2 days, I excel
have to use a tool called
CMT to upload a list of
recommended deal and then
ask seller go to seller center
for approving deal.
Week 6: from 13/09/2021 to 17/09/2021
- Attending training - Even though I have been - Know how to pick
session with team Flash working for Shopee for more deal FS, check slots
sale than a month, but I haven’t and submit deals
received any flash sale slot. - Know to ways to
The reason is that flash sale check Slot's
is very important to Shopee, performance
it is the gate which gain the
most traffic in the platform so
each slot in flash sale must be
selected carefully and be
Monday strictly checked. This class
13/09/2021 helped me to know the
process of picking deal for
flash sale and some important
note when working with flash
sale team

- Attending weekly - The meeting is about - Skills of synthesizing

meeting with FMCG reviewing the performance of the information
team FMCG cluster and some
information about 3PL status
- Give feedback to mini - Even though FMCG cluster - Skills of synthesizing
team lead for spike day reached 100% KPI of spike and presenting
performance day 9.9 but some PICs didn’t information
achieve that. Mini team lead
wanted to know the reason to
gather information and will
give better recommendation
for the next campaign
- After a month of working
with seller MT, I came up
with the conclusion behind
this is that some of MT seller
didn’t want to invest much
money in Shopee and didn’t
know how to create flash sale
in shop and voucher in shop
neither. This is why the
visibility and the
performance of these seller
are below target.
- Attending training - This class helped me to - Understand the
session with team Banner understand what campaign is, benefits that seller will
the role and benefits that gain when having
campaign will bring. In LDD slot
addition, banner team had - Some key notes
guided us on the timeline, when choosing a deal
process and template that we on the banner
will use to submit deals for
the campaign. And finally,
some issues that BD will
encounter during our work
are shown in the form of a
Q&A to help us know how to
handle that situation.
 - Deal hunting for mini - When hunting normal deal - Being careful,
spike day 15/9 with like FS deal or collection and precise when
CMT tool deal, I usually contact with doing with data
seller via Zalo to confirm and numbers
deal. But the amount of deal
have to be hunted in mini
spike day is very high so I
use CMT tool for uploading
deal and then asking seller go
to seller center to confirm.
This helped BD to save a lot
of time instead of original
way. But working with CMT
tool requires a high level of
carefulness because a little
mistake can cause a huge
problem

Tuesday - Deal hunting for HB - This a familiar task which - Being careful,
14/09/2021 campaign appear everyday so I do this and precise when
quite competently doing with numbers
- Improve
communication skill

- Pitching CCB program - Coin cash back (CCB) - Improve

with selected seller program can help seller in communication and
many ways. The most persuasion skill
important point is helping
them to gain more customer
by improving the visibility,
so pitching this program is
quite easy, it all depends on
how I communicate with
seller, show them some
benefits they can earn when
joining this program
 - Deal hunting for 22/9 - This deal is the same as deal - Improve
for 15/9, I upload list of deal communication skill
need to be hunted and ask
seller to confirm it. But the
Wednesday amount of deal that I hunted
15/09/2021 for 15/9 is very small so for
better performance of 22/9, I
have to contact more seller
and remind them to confirm
deal on seller center.
- Pitching seller about - If seller wants to attract - Improve
October voucher plan more customer to their shop communication and
or improve their conversion persuasion skill
rate, they need to create
voucher in shop. Another
mega campaign is coming,
Shopee offer a bunch of
vouchers to seller, besides
buying voucher to create
voucher in shop, they can
Thursday
have many benefits from
16/09/2021
buying voucher from Shopee.
This can increase the
visibility very effectively. I
aim to pitching the shop that
just established on the
platform and has good
performance so the pitching
process can be faster and
seller can easily agree to buy
the voucher.
- Solving seller problem - Answer question from seller - Adopting promptly
about how to create voucher to the situation and
in shop and how it works have a quick response
- Some question about about the problems
system error that seller can - Keep updating
not confirm order on app announcement from
- Answer some questions FMCG team
about delivery status
- Solving VNP failed - Due to the error of VNP - Improve
order system, thousands of orders communication skill
had been wrong updated, - Adopting promptly
Friday
instead of “pending for to the situation and
17/09/2021
picked-up”, the system have a quick response
update the status to about the problems
“successful picked up”. This
 leads to cancelation of wrong
updated orders. In this case, I
must contact seller to inform
about this situation and ask
them whether they want to
keep these orders or not
- Pitching seller about - This program encourage - Improve
exclusive program seller to sell only on Shopee communication and
but no other ecommerce persuasion skill
platform. Seller will receive 2
benefits from joining this
program:
+ minus 1% of FSS fee,
sellers will be charged only
5% instead of 6%,
+ getting a red tag called
“exclusive shop”, this will
increase the visibility on
Shopee.
- This task is not difficult
because seller doesn’t have to
pay any fee or register any
form so the percentage of
successful pitching is quite
high

Week 7: from 20/09/2021 to 24/09/2021

- Attending weekly - The meeting is about - Skills of synthesizing

meeting with FMCG reviewing the performance of the information
team FMCG cluster, some
information about 3PL status
and the prepare for spike day
10.10
- Deal hunting for new - This task will appear 3 to 4 - Improve
user collection times a month so I have communication skill
Monday chosen the product and just
20/09/2019 ask seller for stock and
checkout limit. My seller has
got used to this so the process
run very quickly
- Pitching up-spend paid - The purpose of this program - Improve
ads program is to encourage sellers to communication and
spend more money on paid persuasion skill
ads than before, if the bigger
gap between this month and
 last month is, the more
discount percentage they can
get.

- Attending 3T team - This meeting is about - Improve

catch up meeting reviewing mini spike day communication skill
15/09 performance and - Skills of synthesizing
reminding newbies about information
process confirming deal
hunted by CMT.
- Announce the new RM KPI
for ST seller BD and share
tips for better KPI score for
newbies
- Final approve deal - After all sellers have - Being careful,
hunted by CMT confirmed nominated deal in and precise when
their seller center, BD will go action on CMT
to CMT to final confirm
these deals, this action must
be done very carefully, just
Tuesday
confirm my own deal, do not
21/09/2021
click on “approve all”
- After final approve, there
will be a list of failed deal,
BD must download this list to
know which are the reason
behind these failed deals
- QC checking all deals - This task is to double check - Being careful,
hunted from CMT the price that seller agreed to and precise when
sell, BD will check whether doing with numbers
the discount is too high or not
because seller can input the
wrong price. If it over 55%,
BD need to check this price
is reasonable or not, if not
BD must contact seller for
confirmation
- Deal hunting for HB - These are weekly tasks so I - Being careful,
campaign had no problem with these and precise when
task but I tried to pick up doing with numbers
Wednesday
product that hadn’t been - Improve
22/09/2021
picked up before to increase communication skill
the performance of those
products
 - Deal hunting for deep - This task has been done by - Being careful,
discount 10.10 senior BD but the amount of and precise when
deal they hunted were behind doing with numbers
target and behind other - Improve
category, so there is a list of communication skill
deals that will be added to
deep discount collection
- Attending meeting - The amount of deal each - Skills of synthesizing
about CMT hunted for BD has is huge, about 2,000 the information
October spike day and deals on average so this task
mini spike day will be done by CMT tools.
- The process of hunting is
similar to September mini
spike day, just a small
difference in the priority of
deals. BD will have 3 types
of deals instead of 2 so BD
will focus to hunt deal
marked P1 and P2 first.
- Attend meeting of HB - This meeting is about - Skills of synthesizing
team reviewing the performance of the information
spike day 9.9 and 2 mini
spike day 15.9 and 20.9.
Putting some key item to
make an example of how to
Thursday effectively push deal
23/09/2019 - Remind some update about
operations and 3PLs, give
some recommendation on
how to communicating with
sellers when receiving
complains about these
problem
- Receiving October list - List seller will be updated - Skill of working with
seller every month, some sellers number
convert to ST or SKAM will
be eliminated and receiving
new MT seller instead
- After receiving list seller,
each BD has to scan the list
to choose which seller is
potential to keep or will
eliminated if having bad
performance
 - Solving seller problem - This seller is being sued by - Improve
relating to dispute buyer because he thinks the communication skill
item purchased from this - Adopting promptly
shop is fake. So seller must to the situation and
submit some paper to prove have a quick response
the authenticity of the about the problems
product. He ask me some
issue relating to this case
- This is the first time I’ve
received dispute case so I
need advice from my buddy
and I have known how to
solve these problem
- Attending AMS - Shopee Affiliate Marketing - Skills of synthesizing
Pitching November Solution (AMS) is a program the information
Package Training that enables brands to
achieve measurable results
from their marketing
investment through Shopee's
extensive affiliate network
and partners.
- Sellers join this program to
diversify their brand presence
across various affiliate
partners
- Uploading list deal - This time uploading is more - Skills of synthesizing
hunting 10.10 on CMT difficult than the last time the information
tool because the number of deals
Friday is more than 20 times so I
24/09/2021 must be focus and very
careful when doing this task
- Attending Product Product support team is the - Understand the
Training Program team who: product team structure
- Manage the configurations - Know how to raise
on the features and control issue to product
who can access the support team
portals/features. - Understand system
- Monitor incidents or live logic & how to debug
issues after the new features issue from local
have successfully been operation
released.
- Receive the feedbacks &
reports from users and work
with Reg/ Dev to fix the issue
or improve the logic
 Even though they have many
responsibilities but there’re
just 4 people in this team and
every day they receive
hundreds of ticket raise in
product support portal (PSP),
so this meeting is to clarify to
BD the process and some
frequently case and how BD
can solve problem
themselves without raising
ticket in PSP. This will
reduce the workload of team
product

Week 8: from 27/09/2021 to 01/10/2021

- Attending weekly - The meeting is about - Skills of synthesizing

meeting with FMCG reviewing the performance of the information
team FMCG cluster, some
information about operation
prepare for the new normal
and the prepare for spike day
10.10
Monday - Do a survey on seller’s - My team asks each BD to - Skills of synthesizing
27/09/2021 10.10 preparation ask top seller about their plan the information
on stock, product, staff and - Improve
the money prepared for 10.10 communication skill

- Deal hunting for new - Next month I’ll have the - Improve
user collection new list seller, so I want to communication skill
give these slots for potential
seller, not top seller had
converted to ST
- Solving pending I have to contact sellers to - Improve
scheduled and pending ask whether they want to communication skill
shipping order keep these orders or not:
- Orders have been pending
for over 16 days but seller
Tuesday
still hasn't pressed schedule
28/09/2021
for orders that already have a
shipping unit
- Order sellers have pressed
scheduled for over 16 days
but have not been handed
 over to 3PL for the following
reasons:
+ 3PL has not come to
collect, 3PL comes to collect
but cannot collect => Cancel
+ 3PL has already taken it
but has not changed the status
- Solving seller issues My sellers have 2 cases: - Improve
relating to QC - Seller wanted to add new communication skill
model but worried that it - Cross-team working
won’t pass QC test => told skill
seller to add model, if the
process is slow, I’ll raise to
QC support to review new
model faster
- Key item has been deleted
because the description is
over advertised => contact
PIC who deleted item to
reopen the item and warning
seller to carefully writing
description

- Inform seller about - There are 2 official - Improve

counterfeit issue distributor who sue sellers communication skill
that sell the product in the
lower price comparing to the
listed price
- Sellers who sell these
products need to provide
documents proving the
Wednesday product origin including
29/9/2021 Distribution contract/ Agent
agreement or Purchase
invoice from a legally
authorized agent

- Uploading CMT list for - I don’t have to upload as - Careful with number
15/9 and 20/9 many deals as 10.10, but still - Improve technical
be very careful when skill
working with CMT
 - Hunting for unicorn - The purpose of deal unicorn - Analytical skill
deal is to develop and open more
visibilities for category on
banners, so each PICs must
nominate the quality product
that already has purchase and
review. The last time I
nominated these deals, their
performance was really good
so this time I take more time
Thursday to choose quality deal to
30/09/2021 participating unicorn deal
- Hunting for deep - This deal is running from - Analytical skill
discount deal 12.10 to 15.10, which is after
spike day 10.10 and in mini
spike day 15.10 so the traffic
that time is good so I will
take this advantage to pick
item that popular so buyer
can easily make decision to
purchase
- Checking the process of - This is everyday task, I - Careful with number
seller’s confirming deal have to know the progress of
on CMT seller’s confirming deal, if
it’s behind target, I must
contact seller go to seller
center and confirming deals
- Contact with new seller - Since old PIC of my new - Improve
seller is a member of 3T team communication skill
so it’s quite easy to add
contact of my new seller on
Zalo
- Completing deal - Today is the cut off day of - Improve technical
Friday hunting for nexus 10.10 nexus deal of spike day 10.10 skill
1/10/2021 deal so we make sure that 100%
deal is hunted. If BDs can’t
contact seller or can’t hunt
the target price, they can
choose to input current price
and not make price tag for
them
Week 9: from 4/10/2021 to 8/10/2021
 - Attending weekly - The meeting is about - Skills of synthesizing
meeting with FMCG reviewing the performance of the information
team FMCG cluster, some
information about operation
and the prepare for spike day
Monday 10.10
4/10/2021 - Deal hunting for new - Now I already have new list - Improve
user collection seller so the item to join this communication skill
deal must be picked again
- Contact with new seller - I continue contact to the rest - Improve
of my list seller communication skill

- Attending HB meeting - To bring more development - Skills of synthesizing

for HB Tuesday opportunities, Shopee kicks the information
campaign off the HB Tuesday
Campaign with the name of
Thứ 3 Nữ Quyền - Siêu Hội
Nhan Sắc
- BDs can pick their potential
seller and pitching this
campaign for them because
of the limited slots
Tuesday
- Doing seller focused - Currently Shopee is trying - Improve
5/10/2021
survey to define a group of Focused communication skill
sellers - those who are selling - Analytical skill
well on Lazada and their
situation on the competitor
ecommerce platform to build
a separate treatment plan for
this group. Therefore Shopee
needs RMs support survey
seller some questions related
to Lazada
- Contact seller having - A company complains - Communication skill
counterfeit issue about counterfeit issue
relating to Nano Curcumin
365 Premium products being
sold at Shopee.
- This company complained
Wednesday
listings do not have receipts
6/10/2021
and vouchers, or use
announcements and invoices
(very old, from 2018) of
products with similar names,
signs of copying documents
+ providing vouchers. true to
 the product advertised.
Because it is a conditional
product, BD must ask seller
to provide proof of the origin
of the goods, showing the
correct product for sale.
- Hunting new user deal - I have plenty of slots in new - Communication skill
user deal and these deals can
be asked for rebating so it’s
very easy to do this task
because this will bring the
visibility for the shop without
spending much money
- Solving pending - I have a list of many order - Cross-team
schedule/ shipping order that haven’t been confirmed communication
by sellers or picked up by
shipper for over 16 days so I
have to contact seller to ask if
they want to keep these
orders and if they have
trouble with confirming
process, I will escalate the
problem to SOS team
- Final approving all - Today is the cut-off day for - Improve technical
deals on CMT hunting deal on CMT tool, all skill
deals had been approved
before but have to be final
approved once again to check
whether they are overlap with
another promotion campaign
or not
- QC checking all deals - There will be a list of items - Analytical skill
approved on CMT that have been final approved
on CMT and BD must check
Thursday
the promotion price of each
7/10/2021
item to make sure there’s no
mistake with the price, if the
item is being discounted to
deep comparing to normal
price, BD must reject or fix
the price immediately
- Contact sellers who - If BD see a mistake about - Communication skill
have price errors the promotion price like
missing a zero when seller
input price in seller center,
they must contact seller to
 check if the price confirmed
is right or not.

- Hunting flash sale deal - Flash sale deal is the deal - Communication skill
every seller want to have
because it right on the home
page of Shopee so shop can
Friday
be recognized by many user
8/10/2021
and gain the visibility so the
flash sale price must be the
cheapest promotion price, if
not the slot will be rejected
- Checking if there was a - I will double check price on
problem before spike day CMT to make sure there was
no problem and check
whether voucher in shop that
seller create is reasonable or
not
Week 10: from 11/10/2021 to 15/10/2021
- Feedback seller status - BD check and get the - Communication skill
in campaign 10.10 seller's feedback about the - Skills of synthesizing
last 10.10 campaign. For the information
sellers that sell on Lazada,
BD should ask seller to share
more about the performance
(revenue, marketing,
operation, Lazada support,
...)
Monday - Submitting flash sale - Recently, I’ve received - Analytical skill
11/10/2021 slot many flash sale slots so I
should take this advantage to
push some of my potential
seller because this slot can
bring benefit to them
- Escalating system - A seller has a system error - Cross-team
problem to SOS team and cannot confirming order communication
so I must input problem to
escalation sheet for SOS
team can solve this problem
- Attending “BD Centre - BD needs many other non- - Skills of synthesizing
Roll Out” meeting Shopee platform/tools to the information
Tuesday support daily task (e.g.
12/10/2021 Google sheet). This leads to
difficulty in keeping track
and risk of data security
 - BD Center supports BD to
manage day-to-day tasks
- BD Center is being built
with the goal of replacing
external tools (such as
Salesforce, Seller Admin)
and at the same time
improving operational
efficiency and internal data.
- Doing seller survey - BD do a survey on seller for - Communication skill
Shopee currently accounts for
how many percentages of the
shop's total online orders in a
month
- Final approving mini - All deals had been approved - Improve technical
spike 15.10 deal hunting before have to be final skill
on CMT approved once again to check
whether they are overlap with
another promotion campaign
or not
- Contact seller having - A company claims that - Communication skill
counterfeit issue TOMA ring products are
being sold at Shopee are
fake, trademark infringement,
false advertising about the
product's use.
- Seller sell this product need
to provide documents
proving the product origin
including Distribution
Wednesday contract/ Agent agreement or
13/10/2021 Purchase invoice from a
legally authorized agent
- Submitting deals - I have many slots today so I - Analytical skill
plan to give those slots to as
much sellers as possible
because I want their shop
gain more visibility so the
process is take more time
than usual since there are
more sellers need to be
contacted.
 - Submitting deals - Recently, I’ve received - Analytical skill
many flash sale and
mechanic slots so I should
take this advantage to push
some of my potential seller
because this slot can help
them to gain more visibility
- QC all deals on CMT - This task is to double check - Being careful,
the price that seller agreed to and precise when
sell, BD will check whether doing with numbers
the discount is too high or not
Thursday because seller can input the
14/10/2021 wrong price. If it over 55%,
BD need to check this price
is reasonable or not, if not
BD must contact seller for
confirmation
- Sending voucher to -Before any spike or mini - Improve
seller spike day, I always send a communication skill
seeding script of voucher to
seller for them to announce
the sale day of Shopee and
promote buyers to purchase
product.
- Solve pending schedule - The orders have been - Improve
& pending pick up orders pending for a long time and communication skill
the possibility of a refund is
very high when shipped. BD - Improve cross-team
must check with seller if communication
they’re having any problem
- If the order has been picked
up or cannot be processed
Friday
because of 2 problems: the
15/09/2021
system cannot press the
schedule or the Shipper/Post
office cannot scan the order
=> RMs input to Gdocs to
keep the application and
input to the "BD Escalation"
sheet for Ops support to
check issue
- Solving seller’s - Today, I have many case - Improve
problem from seller like deleted item, communication skill
wrong price in CMT and
system error when shipper
pick up order. I met these - Improve cross-team
issues before so I know how communication
to solve these problem
APPENDIX 2: PLAGIARISM TEST RESULT