Team Lead- Live Chat

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 …

Team Lead- Live Chat

Views: 503 | Apply Before: 3 days, 3 hours from now

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
Offered Salary : Negotiable
Apply Before(Deadline) : Apr. 15, 2021 23:55 (3 days, 3 hours from now)

Job Specification

Education Level : Bachelor
Experience Required : More than or equals to 2 years
Professional Skill Required : Presentation Communication Customer Service Technical
Other Specification
  • Bachelor’s degree in any field but preference given to Business Administration related degrees (Master’s degree holders are also encouraged to apply)
  • Excellent command of both English and Nepali language; exceptional control of verbal & written skills in English & Nepali will be required on the job
  • Working Experience for 2+ years in a similar role
  • Strong communications and technical skills
  • Hardworking and result oriented, with a go-getter and proactive mentality
  • Must be a team player with a temperance to match
  • Must be experienced in document creation, presentation and spreadsheet software; additional skills in spreadsheet and data analytical software will be beneficial
  • ​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:

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

Job Description

  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
  • Ensure that the processes of Live chat is streamlined and the capacity of the floor is intact
  • Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of the team
  • Drive the team's performance by sharing the feedback with the bottom performers on a daily basis
  • Creating, analysing and distributing process reports eg case creation process, escalation process & so on
  • Bring inconsistencies and problems to the attention of management
  • Prepare daily/ weekly and monthly reports
  • Fulfil all other duties based on business requirements

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 

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


Applying Procedure

To apply, Please CLICK HERE

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