Daraz

Head of Issue Resolution

Daraz

Head of Issue Resolution

Daraz is South Asia's leading online shopping and selling platform present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. We currently operate an ecosystem of 50,000 sellers serving 10 million consumers with more than 20 million listed products.

In May 2018 Daraz was acquired by Alibaba Group, and we are proud to carry our part of the mission to 'make it easy to do business anywhere'. As part of the Alibaba ecosystem, we are leveraging Alibaba’s global leadership and experience in technology, online commerce, mobile payment and logistics to drive growth in our markets. Together with Alibaba, we are ready to empower entrepreneurs in the region and to fulfill our promise to offer our customers the best selection of products with a high level of convenience.

We currently have approximately 3,000 employees in across countries and business units.
Daraz is South Asia's leading online shopping and selling platform present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. We currently operate an ecosystem of 50,000 sellers serving 10 million consumers with more than 20 million listed products.

In May 2018 Daraz was acquired by Alibaba Group, and we are proud to carry our part of the mission to 'make it easy to do …

Head of Issue Resolution

Views: 943 | This job is expired 2 months, 2 weeks ago

Basic Job Information

Job Category : General Mgmt. / Administration / Operations
Job Level : Senior Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu
Offered Salary : Negotiable
Apply Before(Deadline) : Apr. 19, 2022 23:55 (2 months, 2 weeks ago)

Job Specification

Education Level : Bachelor
Experience Required : More than or equals to 4 years
Professional Skill Required : Interpersonal Communication Analytical Microsoft Office Suite

Job Description

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

This job has expired.

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