Customer Care Associate (System & Process)

Daraz

E-Commerce/ E-Business

Customer Care Associate (System & Process)

Views: 4143|Published on: Mar 11, 2022

Marketing / Advertising / Customer Service

Entry Level

Full Time

Vacancy: 1

Kathmandu|

Experience: More than 1 year|

Not Disclosed

Job Description

Roles and responsibilities of this job

The System & Process (S&P) team, under the Customer Care Office (CCO), is responsible for providing and maintaining a healthy and adequate system mechanism for the overall CCO team as well as other customer facing departments of Daraz. The team employs a strategic approach to develop, document and execute processes that improve efficiency, all the while maintaining quality for Customer Experience. The major responsibilities include:

Work in close coordination with the S&P lead to improve the performance of CCO related system and processes e.g. Customer Relationship Management (CRM) related products, configurations, etc.
Proactively identify process requirements together with various departments and facilitate in building cases for new features and unfulfilled configurations as per necessity
Perform regular system and business process tests, identify any anomalies and report such bugs to responsible teams; take ownership of the fixes
Document, maintain and update business process flows and Agent Standard Operating Procedures (SOPs) executed by various teams under the CCO wing, disseminating any information regarding changes
Assist in liaison between teams as necessary for process improvements and alignments
Assist in and perform User Acceptance Testing (UAT) to rollout new system features released by technical teams
Take ownership in fixing system issues reported by Business Teams by performing system and process flow diagnosis and escalation of issues in a timely manner
Manage system issues reported through the tickets raised by business teams; coordinate with technical team to resolve tickets
As part of the S&P team, become the torchbearer of high-quality delivery of CCO services focusing on improving processes, content and system configurations continuously assessing system capabilities and identifying areas of improvement
Continuously monitor business process flow dynamics, assess product capabilities to better facilitate workings in terms of enhancing process efficiency and effectiveness
Assist in providing visibility to the management and relevant stakeholders on system/process related topics, strategies and ensure all strategy executions are documented and shared

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 1 year

Other Specification

Minimum Bachelor’s Degree with minimum 1-2 years’ experience in relevant field
Proficiency in Excel and MS Office package
Experience in Project Management Tools will be an advantage
Proactive and able to work both independently and within a team
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 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

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

Click on Login to Apply to get the email address / external link to apply.

Note: You need to be a registered jobseeker to view the applying email address / external link.

Apply Before: Mar 26, 2022

About the organization

Daraz

E-Commerce/ E-Business

Gairidhara, Kathmandu

Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalised logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia serving 100 million customers and businesses by 2030.

For more information, please visit www.daraz.com