Lazada-Head of Customer Care Operations-Customer Care

Job Description

Reporting to the Chief Customer Officer, Head of Customer Care Operations is responsible for:
Buyer Support (Customer Service):
• Objective
- Deliver great customer experience when there is a customer interaction
- Track and improve performance of all staff (included the BPO and inhouse) ensuring
they meet the target KPIs (CSAT, productivity, FCR-FDR)
- Improve the tracking of all the KPIs by optimizing the reports
- Continuously improve cost per order
• KPIs
- Maintain AR<5%, CSAT > 85%, FDR>80% / FCR>70%
- Productivity = 1200 contacts per FTE/month
- Manage, improve BPO Cost
• Roles & Responsibilities
- Benchmark market and BPO for best practices in terms of customer service &
between BPO and in house
- Track the KPIs from the BPO (CSAT/FDR/productivity/turnover/complaints per order)
and the capacity/staffing of the BPO
- Responsible to automatize reporting
- Check with Inbound Manager to challenge the improvements in productivity

Seller Support (Partner Support Center):
• Managing day to day operations within the PSC team including process escalations, quality
checking, and staffing needs
• Providing regular and transparent feedback and reporting on PSC performance to the PSC
Manager
• Guiding PSC agents in exceeding customer expectations through excellent customer service
• Continuously improving the performance of your team
• Supporting the PSC Manager in achieving business goals
• Implementing new and innovating existing customer service processes
• Developing training plans for new PSC agents and maintaining continuous training for existing PSC
agents

Job Requirements

In order to succeed in this role, you should ideally have:

• At least 5 years of experience in a call center environment, in which being a team leader for at
least a year
• Excellent track records in team performance and improvement
• Strong performance management skills including the ability to train and develop call center agents
• Ability to identify call center’s performance gaps and provide solutions through root cause analysis
and problem solving
• Technical expertise and ability to implement and test contact center systems
• Ability to operate multi-platform customer contact systems
• Ability to work independently and proactively take on new responsibilities where most needed
• Proficiency in English and Vietnamese