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Operations Assistant Manager, Customer Service

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Operations Assistant Manager, Customer Service

Job Overview
  • Customer Service
  • Full Time
  • Please check vacancy details.
  • 1
  • Please check vacancy details
  • Kathmandu
  • daraz.com.np

Job Description

Job Description:

·         Develop and implement customer-focused improvement projects

·         Championing the customer through all our customer journeys, identifying their needs and expectations

·         Ensure end-to-end project management and delivery of customer experience projects successfully in coordination with CS Manager

·         Lead and manage large teams of Customer Service Department which includes Inbound, Outbound, Digital, and Issue Resolution. Also, guide them to reach the set objectives

·         Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators

·         Work closely with CS Manager on CS Management Level projects

·         Ensure that the processes of Operations team & Support team are streamlined

·         Coordinate will all internal departments to run day to day operations smoothly & resolve the issues aptly

·         Work in close collaboration with internal teams like commercial, marketing and logistics to identify and prioritize customer experience projects as well as own process improvements

·         Improve overall Customer Satisfaction, Net Promoter Score and Communication

·         Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

 

Job Requirements:

·         Bachelor/ Master’s Degree (preferred) in Management with minimum 3 years of relevant experience

·         Work exposure in multinational company will be an added advantage

·         Working knowledge of customer service software, databases and tools

·         Must possess analytical and problem solving 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

·         Proficient in Microsoft Office Tools which includes MS Excel, MS Word, MS PowerPoint

 

What we offer:

·         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

 

How to Apply

·         Please click on the following link and apply for the position:   https://careers.daraz.com/jobs/index.html?country=np

·         If you have been referred by a current or past Daraz employee, please mention the referrer’s full name and contact information in the cover letter itself.

About the Company