Senior associate, customer care

2 weeks ago


Singapore Lazada Full time

Senior Associate, Customer Care - Performance & Process Management - Singapore Department: Job Description Reporting to the Head of Escalation Management, your role is detailed below: Business owner of the Escalation management in Singapore. Business owner of the L3 team’s performance in Singapore. Take lead in resolving high-risk escalation from C-level, regulator bodies, including attending court. 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 Vietnam L3’s efficiency, increase productivity and lower the cost. Collaborate with stakeholders across CC team to find improvement opportunities regarding escalation. Ensure customer satisfaction at targeted levels. Raise awareness of high-risk escalation through assessment and top friction sharing. Other tasks as assigned by the Head of Escalation Management. Job Requirements At least 2+ years of strong relevant experience in operation and performance (client/customer) management, especially in high-level escalation cases. Highly advantageous to have relevant experience from e Commerce industry/setup. Excellent stakeholder management skills: working with different stakeholders/parties to resolve issues & cases. Confident and firm to confront or challenge professionally when necessary. Strong sense of ownership and problem-solving abilities. Excellent interpersonal and communication skills esp in English (spoken and written). Meticulous and detail-oriented. Good presentation skills. #J-18808-Ljbffr



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