Regional S&P Manager - Chatbot and Help Center

Posted 2 months ago by, Classification: Senior Management & Directors

Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalised logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia serving 100 million customers and businesses by 2030.

Job Description

You role is to:

  • Own and drive projects relating to improve usability and customer experience.
  • Strong vision of Customer Service platforms (Chatbot and Help Center) and planning of its roadmap, bringing the platform’s experience to the next level.
  • Own end-to-end project delivery - from concept to execution to go live and maintenance of multiple projects together with regional business, product and data teams.
  • Work with different business units to understand the gaps and issues, proposing solutions that meet customers’ needs.
  • Develop customer needs and use cases by reviewing customer journeys and translate them into business requirements. This includes working with the Experience Design team in conducting / managing user research and synthesising customer data from various sources to identify opportunities and recommend experience design directions.
  • Analyse customer satisfaction score, feedback and data to derive customer insights and write business requirements to improve CXP.
  • Ensure platforms are easy to search for articles, read and understand, showing key points and infographics to explain content to customers.
  • Communicating with different departments to ensure content and processes are accurate to customers.
  • Partner effectively with various domain owners and local System & Process teams to write SOPs & processes clearly in the Knowledge Management platform.
  • Set quality standards and guidelines for local executives to follow.
  • Other projects or operational tasks may be assigned depending on business needs.

A bit about you:

  • Bachelor’s Degree in Business, IT, Engineering or equivalent
  • Minimum 5 years of proven experience in Customer Service or similar roles, with project management and intermediate technical skills
  • Strong communication skills and be a people person who listens and understands business units’ requests and requirements
  • Deep knowledge in CXP industry standards, usability, trends in design and experience optimization
  • Proficient in PowerPoint and Excel to explain and present requirements to stakeholders
  • Organised and structured in keeping track of project progress and documentation
  • Self-driven and capable in completing tasks independently
  • Experience in Agile project management and JIRA (or equivalent) is preferred

What you can expect:

  • International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.
  • A platform to learn from Alibaba’s world-leading ecosystem.
  • Rigorous training and exposure in team management, leadership, business analytics, and operations.
  • An opportunity to train the next generation of business leaders in the ‘tech’ industry.
  • Competitive salary and incentive package.

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