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
