Customer Care Performance & Process Management

Responsibilities

• Performance Analysis & Process Improvement: Analyze BPO performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements to enhance efficiency and effectiveness.
• Operational Excellence: Develop and implement process changes to guide Customer Care Specialists in delivering superior customer experiences while improving operational efficiency.
• Product & System Expertise: Gain in-depth knowledge of Lazada’s products, services, and systems used by customers (buyers and sellers) and the Customer Care team to provide informed support and drive improvements.
• Collaborative Implementation: Work closely with Product and Customer Experience Teams to ensure smooth project transitions and the successful integration of new features into the platform.
• Best Practices Promotion: Assist in promoting the implementation of best practices with BPOs to ensure consistent and high-quality service delivery.
• Customer Feedback Analysis: Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for product development, operational process design, and enhancements to agents’ SOPs, thereby improving the customer experience on the Lazada Seller application.
• Developing process enhancement strategies.
• Conducts Process blueprinting to review existing processes and identify areas for improvement.
• Develop process workflow and design for new products, systems and services.

Requirements/Qualifications

• 3-5 years of experience in operations or process improvement roles preferably in eCommerce or Contact Center/ Customer services.
• Process Improvement/ Process Optimization
• Experience in managing Business Partner (BPOs)
• Service Delivery or Customer Service experience (preferably) B. Competencies
• Strategic and analytical mindset
• Results and Detail Oriented
• Critical/ Dynamic Thinking, Problem-solving abilities
• Fluent in English and Thai, Chinese proficiency is a plus