Job Description: Escalation lead – Partner Support
Position Escalation lead / Associate
Minimum Skills Must have experience of managing and handling seller/vendor
escalation in any Ecommerce company/process
Has experience of working in a domestic or international BPO.
Must have experience of managing team.
Well versed with seller/vendor Returns and Payment process of
Ecommerce.
Ability to speak English and Hindi fluently.
Must have been a consistent performer in the top quartile in current
role.
Work independently and ability to make quick decisions.
Must execute tasks with minimum assistance.
Ability to perform multiple tasks and adjust quickly in short timeframes
with limited direct supervision.
Ability to build rapport with others and create a team environment.
Strong communication, organizational, motivational and time
management skills.
Ability to work flexible hours whenever necessary.
Ability to audit calls and coach team members to improve performance.
Ability to liaise with other departments and maintain a constant
rapport.
KRA and
Responsibilities
The role of an Escalation lead in Partner support is.
KRA
Candidate will be expected to work on escalation tickets for Finance and
returns. Liaise with Internal and external stakeholders.
Has to ensure that all Escalations tickets are closed with in TAT.
Reduction in the number of complaints.
Steady increase in Seller Support vendor experience scores.
Drive and close at least one tangible improvement initiative every
quarter
Responsibilities
Work with the team and help them achieve their goals.
Monitor ageing tickets of other LOBs and driving the pendency and
ensuring ageing threshold is met.
Publish daily reports on escalations and sharing RCAs with the internal
teams and departments.
Prepare action plans for improvement areas and drive initiatives to
address them.
Liaise with the knowledge manager and ensure Process changes are
implemented.
Keep in touch with Partners and processes through calls and emails. Get
to understand their pulse via running surveys.
Qualifications & Experience
Minimum 2 years of experience of handling a team and 1 year of experience in
working in escalation or L2 years.
Proficient in Office Tools MS Excel, PowerPoint Skills.