Associate - Performance & Agent Management-customer

2 weeks ago


Malaysia Lazada Full time

Location:
**Malaysia**
- Department: Customer Service- Location: Malaysia- Responsibilities:
- Managing end to end reverse/ return and refund operation with Lazada Partner, BPO
- Deliver new initiatives to improve reverse experience both Buyer and Seller, also Operations efficiency.
- Leading and collaborating efficiently among cross-functional team and departments, both locally and regionally related to reverse ( within the vertical in CC and outside CC )
- Driving the project related to reverse operation towards completing, with a high sense of ownership and quality.
- Anticipating and escalating issues quickly and efficiently, as necessary to allow proper corrective action/decision.
- Take insight and prioritize design the best solution of reverse experience for customers work closely with CCX and Platform Governance Team
- Constantly feedback to head of reverse head for alignment
- Managing and reporting timelines and deliverable.
- Communicating with direct report on status, risks, and results.

**Job Requirements**
- Requirements/Qualifications(must have):
- Strong analytical skills and business understanding.
- Min. 2years of working experience in the relevant background on project management and process improvement.
- Pro-active and positive attitude.
- Willing to learn how to work within a team and independently.
- Hardworking, methodical and very structured.
- Able to work under pressure and willing to learn in a fast-moving environment.
- Proficiency with office software.
- Equally comfortable presenting to direct report as to front line workers.
- Excellence in English communication both writing and speaking.



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