Customer Care Lead

Website Daraz

JOB OPPORTUNITY

Customer Care Lead (Voice Outbound)

Department Name: Customer Care Office
Industry: Management
Work Experience: 1-3 years
City: Kathmandu
State/Province: Province No.3
Zip/Postal Code: 44600

About Daraz
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 e-commerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, 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.

Job Description

  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
  • Ensure that the processes of OV is streamlined and the capacity of the floor is intact
  • Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of outbound team
  • Creating, analyzing and distributing process reports eg case creation process and escalation process
  • Drive the team’s performance by sharing the feedback with the bottom performers on a daily basis
  • Prepare daily/ weekly and monthly reports for Outbound
  • Bring inconsistencies and problems to the attention of management
  • Fulfill all other duties based on business requirements

Requirements

  • Bachelors Degree from any reputed institution
  • 1 to 2 Years of experience in related industry
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Office Suite

Importantly, we look for someone who will live by our values that define everything we do:

  • Continuously Innovative
  • Generosity of Spirit
  • Deliver on our Promise
  • Make It Personal

Benefits

  • An international working environment with a unique opportunity to learn from industry leaders
  • 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
  • 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

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