Job Description
Role Overview: Support a First Contact Resolution (FCR) culture for ecommerce client issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information.
Key Responsibilities:
- Provide positive, efficient, and complete support resolutions to users, including customers, drivers, and other stakeholders across various channels (including voice, email, chat, etc.).
- Establish and maintain a relationship with key parties of the eCommerce operation to:
- Understand processes and procedures available on applicable ecommerce systems, and efficiently update the client.
- Act as the point of contact for the operations and clients to resolve day-to-day operational issues and queries.
- Support ecommerce operations flow from order creation to delivery while maximizing the percentage of online orders to be delivered to customers on time.
- Identify online orders that are behind pre-agreed SLAs and proactively work with the client and delivery operations to rectify these orders.
- Identify where proactive communications are required to the client and customer.
- Identify common trends within support interactions and escalate appropriately.
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