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Customer Care Lead (Voice Outbound)
Job Description
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
Ensure that the processes of OV is streamlined and the capacity of the floor is intact
Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of outbound team
Creating, analyzing and distributing process reports eg case creation process and escalation process
Drive the team's performance by sharing the feedback with the bottom performers on a daily basis
Prepare daily/ weekly and monthly reports for Outbound
Bring inconsistencies and problems to the attention of management
Fulfill all other duties based on business requirements
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
Other Specification
Bachelors Degree from any reputed institution
1 to 2 Years of experience in related industry
Excellent verbal and written communication skills
Proficient in Microsoft Office Suite
for more details, contact us at
Jobs@daraz.com.np
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