Launched in 2012, Daraz is South Asia's online shopping and selling destination of choice present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering ecommerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products avai ... lable, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns. Daraz is owned by Alibaba Group Holding Limited.
View Company ProfileIssue Resolution Manager (Customer & Seller)
Job summary
-
No. of Vacancy
: 1 -
Job Type
: Full Time -
Offered Salary
: Negotiable -
Gender
: Both -
Career Level
: Senior Level -
Experience
: 3 Years -
Apply Before
: 2020-07-14 Closed
Job Description:
- Improve the structure around customer and seller resolution and complaint management, thus driving Root Cause Analysis activities
- Deep understanding of requirements specifically around complaints handling and resolution
- Working with external (Customer & Sellers) and internal departments (Finance, Operations & Commercial) in relation to end to end resolution of escalated cases, issue handling, & resolution and management of cases
- Liaise with all departments and develop the best practice for complaint handling across all teams
- Use Root Cause Analysis findings to drive change and improvements in case resolution times
- Develop Strategies to increase the First Call Resolution
- Manage a team maintaining positive communication, motivating, mentoring and coaching all team members
- Experience of collaborative stakeholder management, specifically at customer facing and senior management levels
- Identify areas where the service to customers and sellers could be improved and/or expanded
- Take lead and ownership, for difficult complaint cases which are escalated to senior management level
- Work with all internal departments including commercial, operations and finance to resolve all customer refunds and seller claims keeping in mind the overall CXP & SXP of Daraz customers and sellers
- Demonstrate commercial awareness to understand the importance of customer and seller retention
- Build a CS funnel based on the complaints received from the customer to ensure best CXP & SXP
Required Knowledge, Skills, and Abilities:
- Should be proactive and have analytical skills
- Strong Communication and Technical skills
- Must be a Team Player with good decision-making ability
Education + Experience:
- Bachelors/Masters Degree in Business Administration or relevant field
- Minimum of 3-5 years of experience in relevant Position and at least 3 years of experience in leadership role
Benefits:
What we offer:
- An international working environment in a start-up setting, and the unique opportunity to learn from industry leaders, including Lazada and Alibaba teams
- Work closely with country and group level management to build e-commerce in Nepal
- Hands-on experience in leading a team and growing a business
- Rigorous training and exposure in team management, leadership, online marketing, business analytics and operations
- Five days working week (Monday to Friday)
- Benefit package: Social Security Fund, Fuel Expenses, Employee Discount Voucher, Mobile top ups and data pack, Accidental Insurance, Medical Insurance, Full annual health check-up
Apply Instruction:
- Interested Candidates are requested to send forward their CV along with Cover Letter at jobs@daraz.com.np
- If you have been referred by a current or past Daraz employee, please mention the referrer’s full name and contact information in the cover letter itself