Customer Care Associate - System & Process

Job Description

Along with the S&P Manager, be the main focal person for the Help Center (HC) currently falling under the CCO domain

Develop and maintain HC articles with focus on accuracy of information, quality of communication, and standard maintenance

Plan, design and develop infographics as and when necessary in order to improve various HC articles

Keep regular tabs on Customer Satisfaction (CSAT) scores on HC articles and take remedial actions based on information for improvement of scores

Be the primary owner of the HC Knowledge Tree, a repository of all articles, tracking changes in terms of content and performance

Assist the S&P Manager in the development and execution of the HC improvement plan

Work in close coordination with the S&P Manager to improve the performance of CCO related system and processes e.g. Customer Relationship Management (CRM) related products, configurations, etc.

Assist in liaison between teams as necessary for process improvements and alignments

Assist in and perform User Acceptance Testing (UAT) to rollout new system features released by technical teams

Manage system issues reported through the tickets raised by business teams; coordinate with technical team to resolve tickets

As part of the S&P team, become the torchbearer of high-quality delivery of CCO services focusing on improving processes, content and system configurations continuously assessing system capabilities and identifying areas of improvement

Assist in providing visibility to the management and relevant stakeholders on HC related topics, strategies and ensure all strategy executions are documented and shared

What we offer:

International working environment, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.

A platform to learn from Alibaba’s world-leading ecosystem

Rigorous training and exposure in team management, leadership, business analytics, and operations.

An opportunity to train the next generation of business leaders

Competitive salary and incentive package

Health & life insurance