Specialist - Customer Service Escalation - eCommerce

Roles and Responsibilities:

- Understanding and documenting Customer Operations process across group companies

- Responsible for Timely resolution of cases escalated to Brand L2 teams for closure

- Work closely with CC Partner team to ensure Brand escalated issues closed timely

- Work with internal teams to resolve Customer grievance

- Work closely with Training & Operations Teams for process implementation.

- Leverage Technology & Digital mediums to simplify business processes and implementation.

Requirements:

- Minimum 5 years in a Customer Operations coordination

- Preferably from CS function of Ecommerce, Retail & Service industry

- Work closely with cross-functional teams across group companies

- Highly Customer-centric & delivery-focused.

Experience & Skills :

- Ability to establish credibility and rapport with all key stakeholders including product, marketing, engineering teams

- He/she should thrive in a fast-paced and ambiguous environment.

- Strong written and verbal communication skills