YOUR ROLE
As an E-Commerce E-Customer Care Officer, you will responsible for daily digital related issue, support agency & customer on related topics, identify root cause and contribute to improve eCommerce support quality and enhance customer journey.
WHAT ARE YOU GOING TO DO
In this role, you will be expected to perform professionally by dedicating to below responsibilities:
1. Provide operational support to case raised by Agency/client/L1(eCustomer Support), monitor daily digital issue through/from different channels, cooperate and communicate with client/Agency/HO/IT to solve problem
2. Reduce number of cases analysing root cause and propose solutions/improvement area/best automatized process
3. Monitor and build action plan with Agency/counterpart to respect SLA
4. Provide feedback to improve continuously L1 performance with regular audit on regional scope and with regular deviation identification
5. Handle web account creation issue and coordinate with counterparts for problem solving
6. Validate WebOBL right & supervise blank form process, manage WebOBL issue for customers
7. Contribute to output validation of Taskforce assigned by TF leader, formalize business requirement, coordinate delivery and ensure clear communication with PO
8. Manage Agency referential, user guidance
9. Manage system rules and ensure proper route setup
10. Translation/Proof reading for web related materials
WHO ARE WE LOOKING FOR
You will be a great fit if you have:
1. Bachelor's degree or above.
2. 2 years related working experience in Shipping/Logistics, digital tool or related experience.
3. Proficiency in Microsoft Office software (PPT, Excel etc).
4. Fluent in spoken and written English.
5. Good adaptability and teamwork spirit, innovation and positive working attitude
6. Customer centric mindset with strong interest for digital transformation and customer experience
7. Results-driven, proactive approach to problem-solving, excellent communication skills