• Improve the structure around customer and seller resolution and complaint management, thus driving Root Cause Analysis activities 
• Deep understanding of requirements specifically around complaints handling and resolution 
• Working with external (Customer & Sellers) and internal departments (Finance, Operations & Commercial) in relation to end to end resolution of escalated cases, issue handling, & resolution and management of cases 
• Liaise with all departments and develop the best practice for complaint handling across all teams 
• Use Root Cause Analysis findings to drive change and improvements in case resolution times 
• Develop Strategies to increase the First Call Resolution 
• Manage a team maintaining positive communication, motivating, mentoring and coaching all team members 
• Experience of collaborative stakeholder management, specifically at customer facing and senior management levels 
• Identify areas where the service to customers and sellers could be improved and/or expanded 
• Take lead and ownership, for difficult complaint cases which are escalated to senior management level 
• Work with all internal departments including commercial, operations and finance to resolve all customer refunds and seller claims keeping in mind the overall CXP & SXP of Daraz customers and sellers 
• Demonstrate commercial awareness to understand the importance of customer and seller retention 
• Build a CS funnel based on the complaints received from the customer to ensure best CXP & SXP 

What we offer:

• 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 
• Rigorous training and exposure in team management, leadership, online marketing, business analytics and operations 
• 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