Customer Care

1 week ago


Malaysia Lazada Full time

Location:

Malaysia

  • Department: Customer Service
  • Location: Malaysia
  • Process Design & Standardization to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1agents have sufficient information & correct SOP(s) to complete day to day task

Responsibilities:

  • Developing process enhancement strategies.
  • Conducts Process blueprinting to review existing processes and identify areas for improvement.
  • Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
  • Develop and implement process changes to guide the Customer Care Specialist to deliver superior customer experience and to improve operational efficiency.
  • Develop process workflow and design for new products, systems and services.
  • Oversee implementation of new business processes
  • Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.
  • Maintain and update all the process related reports and documentation for reference purposes.
  • Develop indepth knowledge of Lazada's products, services and systems used by customers (buyers and sellers) and Customer Care team.
  • Assist in promoting the implementation of best practices.
  • Recommend innovative business and technical solutions to improve operational effectiveness.
  • Process benchmarking and establishing norms and standard of processes
  • Process Standardization and alignment for six (6) ventures.
  • Organize and maintain data assets in the Xspace (internal system).

Job Requirements

  • Tertiary education level
  • Process Improvement/ Process Optimization
  • Service Delivery or Customer Service experience (preferably)
  • English (Must Have)
  • Chinese (Read and Write) preferable
  • Any source of project management certification

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