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This job is about managing customer care escalations in Malaysia, ensuring satisfaction and efficiency. You might like this job because you’ll resolve high-stakes issues, analyze data to improve processes, and work closely with various teams.
Undisclosed
Malaysia, Kuala Lumpur
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 minutes ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Customer Service, General Product Management, IT Product Management
Company Profile
