• Develop and implement customer & seller- focused improvement projects
• Understanding the customer through all the customer journeys, identifying their needs and expectations and working for  continuous improvement to enhance customer experience
• Ensure end-to-end project management and delivery of customer and seller experience projects successfully in coordination with management team
• Train and develop the large team of Customer & Seller Care Department which includes Inbound, Outbound, Digital, and Issue Resolution. Also, guide them to reach the set individual and team goals
• Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators
• Ensure that the processes of Operations team & Support team are streamlined, add/modify the existing SOPs and Implement new service processes for CSC and PSC team
• Work in close collaboration with internal teams like commercial, marketing and operations to identify and prioritize customer and seller experience projects as well as own process improvements
• Improve overall Customer and Seller Satisfaction, Customer & Seller Net Promoter Score and Communication
• Mentor and develop the team members and nurture an environment through team engagement activities where they can excel through encouragement and empowerment
• Lead Customer and Seller Experience Projects by working closely with CCO, and as a leader he/she should:

1. Own the entire customer journey, online and offline
2. Own and develop metric and measurement techniques that will enable Daraz to constantly and consistently measure the customer’s as well as the seller satisfaction & experience (mystery shopping, best practices research, enhance delivery experience, smoothen the entire shopping journey)
3. Structure, guide and lead the team members to reach these objectives

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
• 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