JOB OPPORTUNITY
Position: Customer Care Associate (System & Process)
About Daraz
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 e-commerce 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.
Job Description
- The System & Process (S&P) team, under the Customer Care Office (CCO), is responsible for providing and maintaining a healthy and adequate system mechanism for the overall CCO team as well as other customer facing departments of Daraz. The team employs a strategic approach to develop, document and execute processes that improve efficiency, all the while maintaining quality for Customer Experience. The major responsibilities include:Work in close coordination with the S&P lead to improve the performance of CCO related system and processes e.g. Customer Relationship Management (CRM) related products, configurations, etc.
- Proactively identify process requirements together with various departments and facilitate in building cases for new features and unfulfilled configurations as per necessity
- Perform regular system and business process tests, identify any anomalies and report such bugs to responsible teams; take ownership of the fixes
- Document, maintain and update business process flows and Agent Standard Operating Procedures (SOPs) executed by various teams under the CCO wing, disseminating any information regarding changes
- 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
- Take ownership in fixing system issues reported by Business Teams by performing system and process flow diagnosis and escalation of issues in a timely manner
- Manage system issues reported through the tickets raised by business teams; coordinate with technical team to resolve tickets
- As part of the S&P team, become the torchbearer of high-quality delivery of CCO services focusing on improving processes, content and system configurations continuously assessing system capabilities and identifying areas of improvement
- Continuously monitor business process flow dynamics, assess product capabilities to better facilitate workings in terms of enhancing process efficiency and effectiveness
- Assist in providing visibility to the management and relevant stakeholders on system/process related topics, strategies and ensure all strategy executions are documented and shared
Requirements
- Minimum Bachelor’s Degree with minimum 1-2 years’ experience in relevant field
- Proficiency in Excel and MS Office package
- Experience in Project Management Tools will be an advantage
- Proactive and able to work both independently and within a team
- Proven negotiation skills, influencing abilities and strong numerical and analytical ability
- Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions.
- Demonstrated ability of excelling in fast-paced, changing and ambiguous environments and work under high pressure
- Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
- 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 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
To apply for this job please visit recruit.zohopublic.com.
