Social Specialist - Customer Care -Channel Experience

Social Specialist - Customer Care -Channel Experience

Lazada Group
3-6 years
Not Specified

Job Description



Job Description

Reporting to the Head Of Channel Experience, your responsibilities are:
. Manage daily operation of Social BPO team, be it from KPIs (Response time, Response rate, SSAT, CSAT.)
. Work with internal departments to ensure proper support for Social BPO and ensure the service
. Drive initiatives to constantly improve Social Channel experience and Social BPOs quality & performance
. Effectively collaborate with related teams (Campaign Marketing PR) for initiatives/programs/engagement strategies for seller/buyer
. Coordinate with in house teams to monitor social noise & handle issues arising from social media, crisis management
. Identify opportunities for improved processes, workflows, tools in coordination with internal & external teams to drive the performance effectively and provide a wow service
. Proactively utilize social trends, gather sentiment feedback from social media and the customer care team to improve buyer/seller experience

Job Requirements

In order to succeed in the role, you should ideally have:
. Proven at least 3 years of working experience as a Team Leader in Customer service industry/Social associate or similar position
. Good communication with great listening skills
. Great customer service mindset with a cooperative spirit
. Critical thinking going along with problem-solving skill
. Familiar with CRM systems
. Strong team leadership, motivation, and training skills. Used to manage a team with 5 members at the least
. Can-do attitude
. Reporting skill
. eCommerce experience preferred

About Lazada Group

Lazada Group is an international e-commerce company founded by Maximilian Bittner, Mads Faurholt, Stefan Bruun, and Raphael Strauch with the backing of Rocket Internet in 2012,and owned by Alibaba Group. In 2014, Lazada Group operated sites in multiple countries and had raised approximately US$647 million over several investment rounds from its investors such as Tesco, Temasek Holdings, Summit Partners, JPMorgan Chase, Investment AB Kinnevik and Rocket Internet.

Job Source : www.lazada.com

Similar Jobs

Career Advice to Find Better