Job Details
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Job Description
- Follow and monitor the call center performance and KPIs (SLA, Answer Rate, CRM)
- Customer complaint handling over all channels (call center, Social Media, CRM)
- Support for enhancing and improving the E-commerce Customer experience
- Responsible for the last mile operations
- Monitor the 3PL delivery performance
- Follow up the reverse logistics operations, ensuring smooth flow with the e-commerce customers
- Follow up the refund operations to e-commerce customers
- Tracking statistics of number of complaints, inquiries, suggestions and help for identifying root causes, preventive & corrective actions.
- Report Daily, Weekly and Monthly performance of all 3PL
Job Requirements
Education and Work Experience:
- University Degree preferable (Business Administration, Management)
- Minimum 3 years of experience in E-Commerce Industry
- Very Good Command of English Language
Interpersonal Skills:
- Highly customer oriented
- Problem solving
- Analytical thinking
- Ability to work in high dynamic environment
- High reporting skills
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