• Along with the S&P Manager, be the main focal person for the Help Center (HC) currently falling under the CCO domain
• Develop and maintain HC articles with focus on accuracy of information, quality of communication, and standard maintenance
• Plan, design and develop infographics as and when necessary in order to improve various HC articles
• Keep regular tabs on Customer Satisfaction (CSAT) scores on HC articles and take remedial actions based on information for improvement of scores
• Be the primary owner of the HC Knowledge Tree, a repository of all articles, tracking changes in terms of content and performance
• Assist the S&P Manager in the development and execution of the HC improvement plan
• Work in close coordination with the S&P Manager to improve the performance of CCO related system and processes e.g. Customer Relationship Management (CRM) related products, configurations, etc.
• 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
• 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
• Assist in providing visibility to the management and relevant stakeholders on HC related topics, strategies and ensure all strategy executions are documented and shared

What we offer:

• International working environment, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth. 
• A platform to learn from Alibaba’s world-leading ecosystem 
• Rigorous training and exposure in team management, leadership, business analytics, and operations. 
• An opportunity to train the next generation of business leaders 
• Competitive salary and incentive package 
• Health & life insurance