Operations Assistant Manager- Customer Service

Launched in 2012, Daraz is South Asia's online shopping and selling destination of choice present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering ecommerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns. Daraz is owned by Alibaba Group Holding Limited.

Operations Assistant Manager- Customer Service

Views: 2239 | This job expired 1 month, 4 weeks ago

Basic Job Information

Job Category : Marketing / Advertising / Customer Service
Job Level : Mid Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu, Nepal
Offered Salary : Negotiable
Apply Before(Deadline) : Mar. 24, 2019 23:55 (1 month, 4 weeks ago)

Job Specification

Education Level : Bachelor
Experience Required : More than or equals to 3 years

Job Description

  • Develop and implement customer-focused improvement projects
  • Championing the customer through all our customer journeys, identifying their needs and expectations
  • Ensure end-to-end project management and delivery of customer experience projects successfully in coordination with CS Manager
  • Lead and manage large teams of Customer Service Department which includes Inbound, Outbound, Digital, and Issue Resolution. Also, guide them to reach the set objectives 
  • Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators 
  • Work closely with CS Manager on CS Management Level projects
  • Ensure that the processes of Operations team & Support team are streamlined
  • Coordinate will all internal departments to run day to day operations smoothly & resolve the issues aptly 
  • Work in close collaboration with internal teams like commercial, marketing and logistics to identify and prioritize customer experience projects as well as own process improvements
  • Improve overall Customer Satisfaction, Net Promoter Score and Communication
  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Job Requirements:

  • Bachelor/ Master’s Degree (preferred) in Management with minimum 3 years of relevant experience
  • Work exposure in multinational company will be an added advantage
  • Working knowledge of customer service software, databases and tools
  • Must possess analytical and problem solving skills
  • Excellent numerical skills with strong attention to details and accuracy 
  • Excellent interpersonal skills with high level of confidence
  • Strong organizational skill with result oriented approach
  • Excellent written and verbal communication skills 
  • Proficient in Microsoft Office Tools which includes MS Excel, MS Word, MS PowerPoint

What we offer:

  • International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce and online marketing
  • Rigorous training and exposure in team management, leadership, business analytics and operations
  • Five days working week (Monday to Friday)
  • Benefit package: Provident Fund, Gratuity, Employee Discount, Mobile top ups and data pack, Accidental Insurance, Medical Insurance, Full annual health check-up

Applying Procedure
  • Please click on the following link and apply for the position: https://careers.daraz.com/jobs/index.html?country=np
  • If you have been referred by a current or past Daraz employee, please mention the referrer’s full name and contact information in the cover letter itself

Job Action

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