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Team Lead Issue Resolution – Customer Service
Daraz
Colombo

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Team Lead Issue Resolution – Customer Service at Daraz

 

Applications are invited for all candidates to fill the Team Lead Issue Resolution – Customer Service Job Opening at Daraz

Closing Date : 22/10/2021

 

JOB ROLE

  • Live the Daraz values: Continuously innovate, Generosity of spirit, deliver on our promise and Make it personal.
  • Encourage and maintain the open communication culture.
  • Assist team members to remove any blockers in resolving issues and coordinating with internal and external stakeholders. Escalating unresolved blockers to management.
  • Set clear team goals and provide support to achieve the assigned KPIs and monitor team performance and report on metrics to management.
  • Represent Daraz during complain resolution process as instructed by line manager. E.g. Consumer affairs, police, mediation boards, etc.
  • Provide feedback to management regarding opportunities to continuously improve our business by reporting on customer issue trends and red-flags.
  • Escalate all unresolved issues/complaints breaching/potentially breaching timelines to line manager in a timely manner.
  • Ad-hoc tasks - Attend to ad-hoc tasks & prepare reports as instructed by line manager.
  • Oversee day-to-day operation and motivate team members.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Encourage creativity, initiatives and question the status quo

Job Requirements

Requirements

  • Minimum 2 years’ experience in Customer Service or related industry
  • Advanced Diploma/Equivalent qualification in Business or a related field will be an added advantage
  • Strong knowledge of Contact Center KPIs and how to manage them
  • Strong Leadership Skills, Attention to detail, Sensitivity to customer issues, proactive identification and resolution of issues.
  • Effective written and oral communication skills in English and Sinhalese. Fluency in Tamil would be an asset.
  • Willing to work on a Roster basis with 2 off days per week in a 24 x 7 environment (For female candidates, working window is limited to 6AM - 9PM)

Other Info

  • If selected, you will work from our brand-new office in Colombo 3.
  • Due to the current pandemic situation in the country, preference is given to candidates who have a suitable environment to work from home when required. Internet facilities will be provided by Daraz and strong 4G broadband reception is required.
  • Selected candidate will directly report to Head of Resolution.

 

Apply now : https://bit.ly/3ABSf9w

Contact Employer

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