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Manager, Lazpay Voice of Customer

2 weeks ago

Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Job Overview:

- Within the department in Customer Care, you will be responsible for assisting in research and analyzing customer (Buyer & Seller) feedback across all journey milestones, as well as execution of initiatives which will bring delivery of experience on Lazada platform closer to customers’ expectations. Key objectives are to improve satisfaction while ensuring that customers have worry-free shopping on Lazada.- Monitoring and maintaining the execution of customer satisfaction measurement efforts including Net Promoter Score (NPS), Transactional Satisfaction (TSAT), Seller Satisfaction Score (PSAT), with tracking of improvement initiatives with regional and local stakeholders
- Generating and preparing periodic weekly/monthly reports to create awareness and enable continuous improvements towards elevated Customer Value Proposition
- Correlating and enhance findings through coordination and collaboration with internal Customer Care teams e.g. Business Intelligence, Customer (Buyer & Seller) Experience
- Providing insights and identify Customer Experience pain points, Moments of Truth and improvement areas on products and services provided by LazPay based on the study; translating them from insights to action
- Conducting root cause and trending analysis to identify reasons for underperformance and propose actionable recommendations while escalating any risks from emerging trends which are customer and business impacting

**Job Requirements**
- Minimum Degree in any related fields e.g. Business Administration, Marketing, Economics
- At least 5 years of working experience in eCommerce or service related industry, preferably in the domain of e-Wallet, Open-Loop Mobile Payments, Loans, or Payment/Fintech Customer Experience
- Acute deductive skills (customer feedback and comments), with exceptional problem-solving capabilities and attention to details
- Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation, including experience in management presentation
- Strong analytical skills with excellent written and verbal communication skills in Thai and English
- Adaptive to change and flexible in an evolving fast-paced international environment
- Ability to highly multi-task under pressure and time constraints