Senior Associate, Escalation Management (Customer Care)-VietnamCÔNG TY TNHH CHUYỂN PHÁT NHANH LAZADA VIỆT NAM

- Business owner of the Escalation management in Vietnam
- Business owner of the L2 team's performance in Vietnam
- Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending
- Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop
- Take lead in driving the Vietnam L2's efficiency, increase the productivity and lower the cost
- Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation
- Ensure the customer satisfaction at targeted level
- Raise the awareness of high-risk escalation through assessment and top friction sharing
- Other tasks as assigned by the Head of Escalation Management