Department Name: Customer Service
City: Kathmandu
Work Experience: 1-3 years
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.
Job Description
Develop and implement customer-focused improvement projects
Analyze data and statistics to gain insights for improving the customer service department
Work closely with Customer Experience and Operations team to improve overall Customer Satisfaction, Net Promoter Score and Communication
Lead and manage internal teams within Customer Service Department which includes Quality Assurance, Feedback, System and Process, Workforce and Compliance. Also, guide them to reach the set objectives
Focus on quality improvement projects and take initiatives
Align internal systems and process through training and development programs of entire team
Ensure end-to-end project management and delivery of customer experience projects successfully in coordination with CS Manager
Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators
Ensure that the processes of Operations team & Support team are streamlined
Work in close collaboration with internal teams like commercial, marketing, finance and logistics to identify and prioritize customer experience projects as well as own process improvement
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Requirements
Bachelor/ Master’s Degree (preferred) in Management with minimum 3 years of relevant experience
Must possess analytical, problem solving and decision making skills
Excellent numerical skills with strong attention to details and accuracy
Excellent interpersonal skills with high level of confidence
Strong organizational skill with result oriented approach
Excellent written and verbal communication skills
Should be a team player with a proactive approach
Proficient in Microsoft Office Tools which includes MS Excel, MS Word, MS PowerPoint
Work exposure in multinational company will be an added advantage
Working knowledge of customer service software, databases and tools
Benefits
International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce and online marketing
Rigorous training and exposure in team management, leadership, business analytics and operations
Five days working week (Monday to Friday)
Benefit package: Provident Fund, Gratuity, Employee Discount, Mobile top ups and data pack, Accidental Insurance, Medical Insurance, Full annual health check-up