Role Summary:
We are seeking a diligent and proactive individual to join our team as a Speed Control Tower Specialist on a contract basis. The successful candidate will be responsible for monitoring our quick commerce order dashboard and ensuring that all orders are processed in a timely manner. Should any orders breach our service-level agreements (SLAs), the specialist will be expected to take swift and appropriate action.
Key Responsibilities:
- Monitor and Control: Continuously oversee the quick commerce order dashboard to identify and rectify any potential breaches in SLAs.
- Order Management: Take immediate action when SLAs are breached, which may include escalating the issue, communicating with the relevant team or individual, and ensuring the order is processed promptly.
- Customer Service: Address any customer queries or concerns related to order processing and delivery times, ensuring high levels of customer satisfaction.
- Ticket Management: Utilize our ticketing system, FreshDesk, to track, manage, and resolve order-related issues.
- Reporting: Produce regular reports detailing order processing metrics, SLA breaches, and actions taken to resolve these breaches.
- Collaboration: Work closely with customer service, fulfillment, logistics, and retail teams to ensure streamlined order processing and prompt resolution of issues.
- Continuous Improvement: Provide feedback and suggestions to optimize and enhance the current order processing system and reduce the occurrence of SLA breaches.
Required Skills & Experience:
- Previous experience in a customer service role.
- Familiarity with ticketing systems, preferably FreshDesk.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to multitask and work in a fast-paced environment.
- Proficiency in using various digital platforms and tools.
