• Add modify the existing processes and implement new service processes for customer and seller care systems.
• Ensure that the processes of CSC and PSC team are streamlined, add/modify the existing SOPs and Implement new service processes for CSC and PSC team.
• Understand the customer through all the customer journeys, identify their needs and expectations and working for continuous improvement to enhance customer experience
• Own and develop metric and measurement techniques to enable Daraz to constantly and consistently measure the customer as well as the seller satisfaction & experience (mystery shopping, best practices research, enhance delivery experience, smoothen the entire shopping journey).
• Keep up with the CS and PSC Help Center FAQs update as per local and regional requirements.
• Ensure the solution regarding daily CS and PSC issues.
• Make sure the mandatory/necessary information and updates are rolled out to the entire team and align everyone through proper training.
• Communicate regionally and take initiative regarding the CS & PSC Internal teams system requirement.
• Make sure Campaign FAQs, Mechanism and Information communications are being rolled out.
• Make sure SOPs are updated and maintained properly X-space ID creation of CS & PSC, Skill group and Role change as per requirements.
• S&P team work assignment, verify and follow-up.
• Work in close collaboration with internal teams like commercial, marketing and operations to get new updates and align customer and seller support team on all the changes to ensure better customer satisfaction.

Requirements

• Bachelors Degree & 2-3 years of experience in the relevant field.
• Must be Analytical, numbers orientated, result orientated
• Experience with office management software like MS Office (MS Excel and MS Word, specifically)
• Strong organization skills with a problem-solving attitude
• Excellent written and verbal communication skills

Importantly, we look for someone who will live by our values that define everything we do:

• Customer commitment
• Teamwork
• Embrace change
• Integrity
• Ownership

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