AI-generated summary
- Run Live Channel ops to deliver 'Once & Done' and turn customer feedback into fixes.
- Work with Category, Platform, Seller, Logistics and Product
- Lead projects to improve comms, service handling and workforce quality; drive visible impact!
Undisclosed
Malaysia, Kuala Lumpur
Job Description
• Hands-on-management of day-to-day operations to enabling "Once & Done" promise delivery to the customers that engage with us via Live Channel.
• Drive customer experience via insights of customer’s feedback and pain points, convert into actionable recommendation for short- and long-term solution.
• Work closely with Category Management, Platform Governance, Seller Engagement, Logistics and Product teams to drive/support the impact of key projects
• Constructive feedback to internal stakeholders on functions strategies and campaigns to ensure there’s proper alignment.
• Lead, participate and support projects and initiatives including transforming existing communication channels, service handling mechanics and quality of workforce.
• Leading regular operational performance review meetings with business to feedback on performance and discuss continuous improvement opportunities.
Job Requirements
• Minimum three(3) years of work experience in contact center industry, eCommerce will be added advantage.
• Exceptional thought leadership, growth mindset and analytics skill to create strategic direction for re-engineering and process improvement opportunities.
• Clear and strong governance with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies.
• Track record of collaborations and get result cross-team in a complex working environment.
• Demonstrated success adjusting operations to business changes.
• Strong analytical skills with excellent written and verbal communication skills in English are required for this position
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
• Able to deliver under pressure, entrepreneurial and results driven
Company Benefits
Collaborative team
We are as diverse as the region we connect, because we value the power of difference.
Rewarding career
We value curiosity and passion that allow the best ideas to surface from our people. We experiment, we learn, and we do better every day.
Diverse opportunities
Build your future with Lazada in in Commercial, Marketing, Technology, Customer Care, Strategy & Management, Corporate Function, and more!
Additional Info
Company Activity
Last active - few days ago
Experience Level
0 - 10 Years of Experience
Company Profile
