Senior Associate, Performance

6 months ago


Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Team and Role Introduction:

- Deep dive into root cause of C-Level escalations which includes deep diving root cause, work with stakeholders to resolve business processes, system enhancement as well as BPO’s opportunities.
- Facilitates discussions with stakeholders that can support the improvement opportunities.
- Be point of contact for government officials as well as attending to walk in buyers / sellers**Responsibilities**:
- Responsible for all C-Level, internal and government regulatory bodies which includes court hearing, attending to walk-in buyer / seller, and keywords that capture in sensitive dashboard
- Conducts investigation on root cause of escalations, contact buyer / seller to resolve the escalation and work on process / product improvement with relevant stakeholders to prevent similar occurrence in the future
- Ensure that SLA on above cases are met the expectation
- Deep dive into root cause of C-Level escalations which includes deep diving root cause, work with stakeholders to resolve business processes, system enhancement as well as BPO’s opportunities.
- Facilitates discussions with stakeholders that can support the improvement opportunities
- Process - loopholes in processes coupled with BPO opportunities may cause high level escalations.
- Solution: partner with relevant stakeholders to ensure each C-Level escalation are being looked into thoroughly
- System - requiring enhancement as it causes dissatisfaction to buyers / sellers. Hence, will require assistance from V2 to ensure system enhancements are in pipeline.

**Job Requirements**
- Requirements/Qualifications(must have):

- 1. Experience with Customer Care center be it In
- House or BPO level
- 2. Preferably 3-5 years with service recovery / escalation handling experience
- 3. Experts on Customer Care and how contact centre operates
- 4. Has Extensive Knowledge on at least 3 Root Cause Analysis Tools
- 5. Coaching
- 6. Communication and Interpersonal skills



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