Website Daraz
JOB OPPORTUNITY
Head of Customer and Seller Issue Resolution
Job Information
Department Name: Customer Care Office
Industry: Management
Work Experience: 4-5 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
- Take ownership of the customer and seller resolution and complaint management structure, with a strong focus on Root Cause Analysis and driving remedial initiatives
- Create a culture of understanding of requirements in the IR team, specifically around processes related to complaints handling and their respective resolution
- Work in close coordination with all relevant internal departments to improve end-to-end resolution of escalated cases, issue handling, & resolution management of cases, focusing both on efficiency as well as quality of resolution provided
- In Liaison with other relevant departments, develop and define processes as well as matrixes for smoother escalation, better complaint management and faster case resolution
- Identify largest contributors to complaint generation, use Root Cause Analysis to understand the fundamentals of the problem and drive change and improvements to address identified issues; use such methods to create strategies, both short and long-term to tackle specific friction areas
- Employ a proactive approach to anticipate processes that might generate irate customer contacts, take counteractive measures to address such contacts to maintain and/or improve customer experience
- Identify areas for improvement in customer and seller service quality to enhance First Call Resolution (FCR) for both customers and sellers
- Manage a growing team maintaining positive communication, motivating, mentoring and coaching all team members; instilling a team-driven approach to solving problems
- As required, take lead and ownership of complicated complaint cases escalated to senior management level; guide team on sensitive cases taking in consideration customer and seller experience
- Collaborate and liaise with Regional and Local Persons of contact regarding process and system improvements, while taking ownership of any bugs/issues that might crop up and affect customers or seller
- Constantly evaluate business impact from issue identification and resolutions from both customers and seller side, work to lessen financial impact of such issues while improving on customer retention and experience
- Demonstrate commercial awareness to understand the importance of customer and seller relationships and work together on strategy formulation to improve experience in an overall manner
- Develop processes of reporting and channelization of feedback incorporating issue areas and impact to various teams, using the same feedback channel drive initiatives and change in processes and system as necessary
Requirements
- Bachelor’s/Master’s Degree in Business Administration, Communication, Conflict Resolution or relevant field
- Minimum of 4-5 years of experience in relevant position with at least 3 years of experience in a leadership role
- Excellent proficiency MS Office package, focused especially on Excel
- Experience in conflict resolution in a customer/seller interaction environment will be an advantage
- Proactive and able to work both independently and within a team • Exceptional communication and technical skills
- Proven negotiation skills, influencing abilities and strong numerical and analytical ability
- Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions
- Demonstrated ability of excelling in fast-paced, changing and ambiguous environments and work under high pressure
- Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines
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