Fulfillment & Customer Success
Customer Service Leadership Teamwork Customer Support
Bagikan CV pada Headhunter
Keuntungan
Full social insurance
Gambaran besar dan Tanggung jawab pekerjaan
- Optimize Ticket Response Time: + Reduce and maintain the team's ticket response time to less than 2 hours (200 tickets on daily average). + Reporting reasons for customer's complaints and suggesting solutions for improvement. - Minimize Refund Rate: + Control the refund rate for all brands to less than 2%. - Reduce Dispute Rate: + Control the dispute rates of all payment gateways to less than 0.75%. - Efficient Order Processing: + Make sure all orders are sent to suppliers within 3 hours and all orders are processed and shipped by suppliers within 48 hours. - Performance Monitoring and Enhancement: + Set, track and evaluate KPIs and SOP for in-house and outsourced customer support teams with proven tracking record
Keahlian dan pengalaman yang dibutuhkan
- Have at least 1-2 years of related experiences. - Fluent in English communication (Written and Spoken), with an IELTS score above 7.0 or equivalent. - Excellent customer service skills, effective interpersonal, presentation and communication skills - Strong leadership skills and a detailed person with ideally prior experience in managing outsourced agencies. Candidates need to provide proof of record of how they can increase their own team performance. - Self-starter and good team player - Positive attitude, patient with people and willing to learn - A commitment to physical fitness and a healthy lifestyle, can run at least 20km/week. - We request all people to learn daily (only learn things that can support your work immediately) and share it with others. - Understand our core values: 100%, Winning Mentality, Teamwork.
Mengapa kandidat disarakan untuk posisi ini
- Social Insurance. - Quarterly bonuses. - Provide learning and development environment and courses (Tailored for individuals aspiring for personal development). - Additional educational opportunities for technical skill enhancement. - Access to a global e-commerce community.
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