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Customer Care-Performance & Process Management

Lazada Express Malaysia

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This job is about managing escalations, improving team performance, and resolving high-risk issues in Malaysia. You might like this job because you'll work with stakeholders to drive efficiency and customer satisfaction.

Undisclosed

Malaysia, Kuala Lumpur

Full-Time

Job Description

Responsibilities:
Reporting to the Head of Escalation Management, your role is detailed below:
-Business owner of the Escalation management in Malaysia
-Business owner of the L3 team’s performance in Malaysia
-Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending
-Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop
-Take lead in driving the Malaysia L3’s efficiency, increase the productivity and lower the cost
-Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation
-Ensure the customer satisfaction at targeted level
-Raise the awareness of high-risk escalation through assessment and top friction sharing
-Other tasks as assigned by the Head of Escalation Management

Job Requirements

Requirements/Qualifications(must have):

-2+ years of experience in operation and performance management
-3+ years of management experience position
-Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
-Excellent interpersonal and communication skills
-Solid, detail-oriented documentation skills
-Strong data analysis skills
-Professional presentation skill
-Proficiency in both written and spoken Vietnamese and English

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

Job Specialisation

Customer Service, HR Strategy / L&D / Performance Management, IT Product Management

Company Profile

Lazada Express Malaysia

ECOMMERCE IS CHANGING AND WE'RE LEADING THE CHANGE Founded in 2012, Lazada Group is Southeast Asia’s leading eCommerce platform. With a presence in six countries – Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam – we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we have the largest selection of brands and sellers, and by 2030, we aim to...