Job Overview
Daraz
JOB OPPORTUNITY
Seller Care Lead
Department Name: Customer Care Office
Industry: Management
Work Experience: 1-3 years
City: Kathmandu
State/Province: Province No.3
Zip/Postal Code: 44600
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.
At Daraz, we believe in chasing hard towards big goals.
Job Description
- Strategically lead and develop a team to enhance performance by setting clear accountable performance measures for Digital Channel
- Strong Coordination with the System & Process team to improve FCR
- Use Seller data and perform Root Cause Analysis to identify gray areas and work toward improving the Seller Experience
- To analyze and revamp Key Performance Indicators (KPIs) support departments focusing on business goals
- Create a culture and processes which achieve the business goals and objectives with regards to seller service; Improve SSAT (Seller Satisfaction), Answered Rate, All Other Service Levels
- Daily, Weekly, BI-Weekly & Monthly Reporting
- Continually develop improvements and embed successful change project
- Feedback sharing & Motivation Training to the agents
- Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
- To be the main point of contact for the seller channel ensuring seller satisfaction and full communication within the team at all times
Requirements
- Bachelors Degree from any reputed institution
- Min. 2 Years of experience in related field
- Proficient in MS Office package
- Excellent Communications skill (Verbal and Written)
- Hands on experience in Team Handling in previous roles
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
- International working environment, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.
- A platform to learn from Alibaba’s world-leading ecosystem
- Rigorous training and exposure in team management, leadership, business analytics, and operations.
- An opportunity to train the next generation of business leaders
- Competitive salary and incentive package
- Health & life insurance
To apply for this job please visit recruit.zohopublic.com.