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SWAT Manager - Customer Care Centre

Lazada Malaysia
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Undisclosed

Bukit Bintang

Full-Time

Job Description

 
Reporting to the Head of Operation you will be responsible for:

  • Manage SWAT and Social Media Team Leaders for Customer Care (Customer and Seller).
  • To ensure close liaison with peer departments that all outstanding customer issues are fast tracked within the service level and resolved.
  • Provides guidance and leadership to the team on development, performance and productivity issues. Detailed report to the management team on team issues, accomplishments, achievements and productivity.
  • Ensure key KPI are met consistently
  1. Ticket backlog >7 days aging under 5% of total backlog)
  2. C-Level escalation responded within 2 hours
  3. Crisis Management handling according to the Crisis Management SOP. (Buyer Seller)
  • Crisis Management includes tribunal, KPDNKK, Social Media Viral cases (end to end handling)
  • Proactively provide suggestions and recommendations on processes and procedures improvement.
  • Being involved in staff recruitment and appraisals through KPI management.
  • To undertake ad-hoc project as and when required. 


Job Requirements

  • Preferably Bachelor’s degree or relevant working experience (minimum 3 years)
  • Minimum 3 years’ experience in a service related industry in managing a team.
  • Excellent command in Microsoft Office applications (Excel, PowerPoint & Word).
  • Excellent communication skills English and Bahasa Malaysia.
  • Excellent organizational, prioritization and time management skills
  • Ability to work effectively in both independently and in a team environment
  • High attention to detail, follow-through, and accuracy
  • Ability to handle multiple concurrent activities and competing priorities
  • Ability to handle highly sensitive and confidential information with integrity
  • Exceptional listening and analytical skills.
  • Strong knowledge of customer care processes and techniques an added advantage.
 
Vote for Lazada Malaysia at The Graduate Choice Awards http://www.graduatechoiceaward.com/ 

Company Benefits

Great Salary

We always reward well

Comprehensive Medical Insurance

Including Dental and Optical

Subsidized Gym Membership

At Celebrity Fitness

Company Laptop

Now you can work from anywhere :)

3 Months Maternity Leave

...and 5 days Paternity Leave

Relaxed Dress Code

You need to feel comfortable at work


Additional Info

Experience Level

0 - 7 Years of Experience

Job Specialisation

Customer Service


Company Profile

Lazada Malaysia-logo-image

Lazada Malaysia

Lazada is Southeast Asia’s number one online shopping and selling destination, with a presence in Malaysia, Indonesia, Philippines, Singapore, Thailand and Vietnam. 
We are pioneering e-commerce across some of the fastest growing countries in the world by offering a fast, secure and convenient online shopping experience with a broad product offering in categories ranging from fashion, consumer electronics to household goods, toys and sports equipment
With our tremendous growth, we seek dynamic, entrepreneurial, broad-minded individuals to join us.
Hone your creativity, invent and innovate, and set your own highest standards within a nurturing, equal opportunity environment.
As a young and dynamic company, Lazada is the place for you to grow and develop your career. 

company-logo-image

SWAT Manager - Customer Care Centre

Lazada Malaysia

Undisclosed

Bukit Bintang

Full-Time

This job is no longer available