Daraz

E-Commerce/ E-Business

Head of Issue Resolution

Views: 2448|Published on: Apr 15, 2022

General Mgmt. / Administration / Operations

Senior Level

Full Time

Vacancy: 1

Kathmandu|

Experience: More than or equal to 4 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

The Issue Resolution (IR) team, under the Customer Care Office (CCO), is responsible for actively looking to handle customer complaints received from a wide variety of channels and provide proper resolution with an adequate focus on maintaining Customer Experience. The team employs a strategic approach to tackle escalated cases, liaising with various internal departments within the Daraz system to extract quick and effective resolution as appropriate on a case-by-case basis.

Handle escalated cases from other CCO channels and provide accurate, valid, and complete resolution to the customer using the right methods & tools
Work in close coordination with various internal teams on a case-by-case basis on escalated cases
Closely follow-up with relevant stakeholders to make sure that proper complaint resolutions are received and communicated with customers within strict Service-Level Agreement timelines
Proactively identify areas for improvement in Daraz processes and communicate the same to line manager in order to reduce escalations and increase First Call Resolutions (FCR)
As part of the IR team, become the standard-bearer for customer experience in terms of escalated complaints both within the organization as well as outside via customer interaction
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
Through the provided system, keep record of interactions and actions taken for particular cases, recording details and comments for proper visibility
Build sustainable relationships and trust with customer through open and interactive communication by identifying and assessing customers' needs to achieve satisfaction
Follow the communication procedures, guidelines and policies as set by the organization

Requirements

Minimum Bachelor’s Degree with minimum 4-5 years’ experience in relevant field
Great communication skills with good command over the English language
Working knowledge of MS Office package
Proactive and able to work both independently and within a team
Proven negotiation skills, influencing and analytical ability
Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions.
Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines
Should be flexible in work timing, Willing to work on off days and public holidays

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

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than or equal to 4 years

Skills Required

Required skills for this job

Communication

Analytical

Interpersonal Skills

MS Office Suite

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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

Apply Before: Apr 19, 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