Job Duties:
Call Center Management and Customer Experience:
To support in solving escalated cases with call center and inform about any updates related to E-Commerce activities.
To make trend analysis of customer satisfaction surveys and generate actions and coordinate the content translation process for the customer satisfaction surveys, if necessary.
To define actions that will improve customer experience and increase transformation rate in pre check-out, check-out and post check-out processes, to make benchmarks and analyses, to report the effects of these on the sales and operation.
Operations and Sales Development Management:
To track and manage the performance of Warehouse stock
To Create reports about e-commerce order Tracking and shipping cycle
To track daily sales and budget/actualization rates closely, to make action suggestions for closing the gap between the planned and actualized targets.
To determine the companies that are going to create payment alternatives in a way to sustain the payment ecosystem in the country/countries of responsibility.
To Follow the determination of the Marketplaces, to research business model and commercial conditions in the related country, collect offers, work together with buying, provide communication and coordination.
To check whether customer refund processes are handled in an accurate and timely manner or not.
Category Management:
To make sure the right prices are displayed on the website by working in coordination with the related teams, to take action in case needed.
To make content suggestion for the Special Day calendar of the country, and evaluate market/competitors during campaign analysis process, provide feedback to category team.
To check the stock accuracy and whether there are unavailable products or not on the website daily and inform related teams.
Job Requirements:
Education & Language Skills
· University Degree preferable (Business Administration, Management)
· Minimum 3 years of experience in the E-Commerce Industry
· Very Good Command of English Language
· Proficient in Microsoft Office (Power point, Word & Excel)
Interpersonal Skills:
· Very high customer orientation skill
· Problem-solving
· Analytical thinking
· Ability to work in a high dynamic environment
· Very high reporting skills
