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