Customer Care And Operations Lead

**PRINCIPAL DUTIES AND RESPONSIBILITIES**
- The SEA CS and Operations Lead is responsible for leading the pioneer team and growing the team accordingly.
- They will be involved in creating service information, and processes in resolving product and service problems of the different clients and brands that Etaily supports.
The job scope includes but is not limited to handling escalation of the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution in Bahasa/English Language.
- A key expectation is to have the flexibility to handle multiple channels and be able to switch between B2B and B2C functions.
- As CS and Operations lead, it is your responsibility to also reach out to the warehouse, to handle and address basic operational questions from customers (i.e., logistics / fulfillment / return / refunds / claims)
**JOB RESPONSIBILITIES**:

- Hit the response rate target of Lazada_
- Group Effort
- goal is to have a number of Brands hit response time required for Lazada
- 35 minutes
- Hit the response rate target of the Marketplaces_
- Group Effort
- goal is to have a Number of Brands hit response rate required Shopee
- 85%
- Group Effort
- goal is to have a Number of Brands hit response rate required Lazada
- 85%
- Productivity_
- To respond and hit at least 35 tickets daily
- QA_
- Quality Assurance to target at 85%

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)