Job Description:

  • Monitor daily activities of return/refund operations
  • Investigate customer's problems and find solutions to satisfy Seller/Buyer in dispute cases
  • Ensure team KPIs as required
  • Provide coaching and guidance for associates
  • Plan, prepare, and devise work schedules according to workloads
  • Ensure the day-to-day performance Disputes team smoothly and remove all the process gaps 
  • Assist Supervisor to build Dispute Standard Operating Procedures and aligned with QA
  • Handle any disputes complaint escalation cases whereas needed to avoid crisis
  • Proceed Quick daily team meeting with BPO operations team on following key process change; and what went well/ not went well/ could have been better
  • Weekly frequent meetings/ visits/surveys with BPO 
  • Reduce dispute rates & return rates & ensure E2E leadtime
  • Perform additional duties where needed

Requirement:

  • Experience in customer service, call center is essential
  • Preferred 1 year of experience in a team-lead role
  • Strong decision making and ability to resolve customer problems
  • Good at problem solving skill
  • Good at communication and negotiation abilities
  • Ability to remain calm and composed during high stress situations
  • A results-oriented approach
  • Ability for judging dispute cases
  • Ability to work under pressure
  • Bachelor’s degree required
  • Basic English
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