Job Description:

  • Set up process and KPI for functions including customer service, dispute and listing etc.
  • Analyze and maintain all Customer Service KPIs, dispute and listing, and implement improvement plans as needed
  • Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time
  • Support local customer service agents’ performance monitoring and build, maintain and improve our internal training process, systems and knowledge base
  • Manage and review each function report and come up with solutions
  • Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement

Requirements:

  • A Bachelor’s Degree from a reputable local or overseas university
  • Detail oriented person, 3-5 years of work experience in relevant positions (e.g. customer services related positions)
  • Problem solver, able to work in a diverse, fast-paced environment
  • Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders
  • Experience in the eCommerce industry is a plus

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