Customer Care
2 weeks ago
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 L1-agents 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 in-depth 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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