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This job is about improving how things work in a company by making sure everyone follows the best processes. You might like this job because you’ll get to analyze data, create new workflows, and help enhance customer experiences across six ventures!
Undisclosed
Malaysia, Kuala Lumpur
Job Description
Job Description
Process Design & Standardization - to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1-agents have sufficient information & correct SOP(s) to complete day to day task.
Responsibilities:
-Developing process enhancement strategies.
-Conducts Process blueprinting to review existing processes and identify areas for improvement.
-Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
-Develop and implement process changes to guide the Customer Care Specialist to deliver superior customer experience and to improve operational efficiency.
-Develop process workflow and design for new products, systems and services.
-Oversee implementation of new business processes
-Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.
-Maintain and update all the process related reports and documentation for reference purposes.
-Develop in-depth knowledge of Lazada’s products, services and systems used by customers (buyers and sellers) and Customer Care team.
-Assist in promoting the implementation of best practices.
-Recommend innovative business and technical solutions to improve operational effectiveness.
-Process benchmarking and establishing norms and standard of processes - Process Standardization and alignment for six (6) ventures.
-Organize and maintain data assets in the Xspace (internal system).
Job Requirements
Job Requirements
-Tertiary education level
-Process Improvement/ Process Optimization
-Service Delivery or Customer Service experience (preferably)
-English (Must Have)
-Chinese (Read and Write) - preferable
-Any source of project management certification
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 hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
