Service Delivery Specialist
3 days ago
About This Role:
We are seeking a skilled Service Delivery Specialist to join our ZALORA Group team. As a key member of our Technology department, you will be responsible for delivering exceptional service experiences to our customers.
Your Key Responsibilities:
- Develop and execute strategies to enhance customer satisfaction and loyalty.
- Lead a team of support representatives, ensuring timely and efficient resolution of customer inquiries.
- Collaborate with other departments to ensure seamless support operations and achieve business outcomes.
- Analyze data and develop reports to identify trends and areas for improvement.
- Maintain a positive and customer-focused attitude, ensuring excellent communication with requestors.
What You'll Need:
- 3+ years of experience in customer service or support, with at least 2 years in a management role.
- Certification or experience in ITIL framework or equivalent, demonstrating ability to develop and implement support policies and procedures.
- Prior experience in setting up Freshdesk/Freshservice/Zendesk.
- Strong problem-solving skills and ability to handle escalated customer issues and complaints.
- Strong leadership skills, with proven ability to manage and develop teams.
- Experience in analyzing data and developing reports to identify trends and areas for improvement.
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