Seller Care Lead

Job Description

Strategically lead and develop a team to enhance performance by setting clear accountable performance measures for Digital Channel

Strong Coordination with the System & Process team to improve FCR

Use Seller data and perform Root Cause Analysis to identify gray areas and work toward improving the Seller Experience

To analyze and revamp Key Performance Indicators (KPIs) support departments focusing on business goals

Create a culture and processes which achieve the business goals and objectives with regards to seller service; Improve SSAT (Seller Satisfaction), Answered Rate, All Other Service Levels

Daily, Weekly, BI-Weekly & Monthly Reporting

Continually develop improvements and embed successful change project

Feedback sharing & Motivation Training to the agents

Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly

To be the main point of contact for the seller channel ensuring seller satisfaction and full communication within the team at all times

Requirements

Bachelors Degree from any reputed institution

Min. 2 Years of experience in related field

Proficient in MS Office package

Excellent Communications skill (Verbal and Written)

Hands on experience in Team Handling in previous roles

Importantly,we look for someone who will live by our values that define everything we do:

Continuously Innovative

Generosity of Spirit

Deliver on our Promise

Make It Personal

Benefits

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