Petaling Jaya, Selangor, Malaysia
Analytical and goal-oriented individual who is seeking for opportunities to enhance expertise in marketing opportunities, development and tactical plan executions to drive growth and profitability within an organization. Aspire to management responsibilities, and looking for an organization that promotes growth and changes in accordance to today’s competitive world.
Lead the optimization and standardization of Lazada’s live customer service channels (e.g., chat, call, social media) across regional markets. Drive process improvements, automation, and best practices to enhance efficiency, consistency, and customer satisfaction.
Responsibilities: - Process Analysis, Standardization & Optimization - Analyze and improve customer care workflows using data and feedback. - Implement automation (e.g., chatbots, CRM tools) to boost productivity – enhance static Agent assist SOPs to dynamic driven - Monitor KPIs (CSAT, resolution time) and report on process improvements. - Update SOPs, training materials, and knowledge bases for agents. - Collaborate with teams to align changes with business goals. - Ensure compliance and conduct quality audits.
BPO Performance Management - Oversee 3rd-party BPO vendors handling Lazada’s Seller Support (e.g., calls, chats, Cases/Emails) to ensure SLA/KPI adherence (CSAT, AHT, resolution rate). - Conduct weekly/monthly business reviews / Quarterly review (WBRs/MBRs /QBRs) with vendors, analyzing performance dashboards to identify gaps and drive corrective actions. - Collaborate with Quality Assurance team for quality assurance frameworks (e.g., call monitoring, case audits, coaching) to maintain service standards. Operational Excellence - Collaborate with Lazada’s internal teams (Product, Platform Governance, Bizrisk, Seller Engagement, Logistics) to align BPO workflows with policy/pricing changes, promo campaigns, or peak seasons (e.g., 3.27, 6.6, 9.9 Campaigns). - Lead root-cause analysis (RCA) for recurring Seller issues (e.g., late payments, deliveries, listing, Claims, returns & Disputes), working with BPOs to reduce repeat contacts. Vendor & Stakeholder Management – Sellers, Key Account Managers, Business incubation team - Onboard and train new BPO partners (TCMY), ensuring compliance with Lazada’s brand voice and SOPs. - Act as the primary escalation point for BPO-related crises (e.g., system outages, PR risks). Continuous Improvement - Work with Chatbot team to enhance automation/AI tools (e.g., chatbots, CRM macros) to reduce BPO dependency for tier-1 queries. - Drive BPO agent engagement programs (e.g., gamification, upskilling) to improve retention.
• Carry out regular periodical analysis of inbound traffic patterns to recalibrate ideal Service Level/Response Time for group's target and ensure that appropriate rostering support is available • Provide call volume forecast, staffing level requirements, call/email pattern reports and analysis to respective stakeholders • Real-time monitoring to assure daily volume trend is intact • Publish monthly work schedule, coordinate staff leaves, and ensure staffs adhere to schedule • Maintain WFM system and ensure that data collected are accurate and efficient • To work together with various stakeholders to ensure that all staff are equipped with the necessary skills and tools • Come up with new monitoring tools/reports to facilitate CEPT management requirement • Assume responsibilities as required for any duties outside the realms of this job description Additional Responsibilities & Collaboration - Have daily/weekly huddles with Operations Manager and Team Leaders, to keep leaders updated on their team’s performance and highlight required areas of focus (i.e. Agent’s productivity, adherence to schedule, Market volume trend), to assure shared goals are achieved - Keep track of required agent’s KPI to assure timely action plan can be strategized to assist agents' performance - Share monthly findings of Team Performance (i.e. Average Handling Time, Occupancy of task) - Analyze trend of monthly volume, to share finding with Operation for them to facilitate team’s expectations in regards of headcount justification, Leave availability etc. Tasks achieved 1. Created all new reservation and revenue report to illustrate 2018-2020 revenue data 2. Communicate and facilitate integration of new system as change of vendor 3. Initiation knowledge sharing sessions of call centre KPI and Microsoft Office Knowledge 4. Collaborate with Project Team for Chat Service Alpha Test 5. Assisting new colleagues with daily task, Microsoft Excel knowledge and Corporate write up formats
Job Responsibilities - Manage your portfolio of clients to grow revenue Making outbound calls to clients to understand their business objectives and challenges - Constant monitoring and analysis of client’s campaign performance and provide recommendation to enhance their performance - Meticulously maintaining contact and ad-related information for all clients - Work incredibly smart to meet or exceed revenue goals by ensuring the plans are well executed in right time - Ability to gain market insights and reporting on regular basis
Project Management - Establishes analyze project objectives/needs and managing the project requirement - project tracking, project resourcing and budgeting. - Solves business problems and as needed, design technical solutions for business stakeholders when required. - Facilitate meetings, includes; planning, decision making, coordinate project resources, liaise with stakeholders to collect and disseminate project information and provides post-implementation support Process Improvement - Identify process improvement opportunities in various Line of business - Ability to facilitate and create documentation (e.g. SLA, SOP) - Deliver engaging informative and well-organized presentations - status reports, progress updates, communicate difficult or sensitive information tactfully Defect Elimination - Accountable on the maintenance of the issue logs and liaise with users for resolutions and escalate any issue relevant Line of business when required - To work on project to reduce defect in the process in order to improve work efficiency for long term benefit by using Six Sigma methodology Tasks achieved 1. Process Migration project – Successfully migrated 5 Hotels and 2 Resorts’ reservation teams into shared service center in Malaysia (CEPT) 2. Provide Training for required parties - Assigned to train a group of new hires for existing Hong Kong hotels’ reservation outsource, included monitoring on-job training, quality and coaching agents. - Provided training for relevant parties for new process implementations 3. Creating New Processes and Eliminating defects - To track daily defects committed and to minimize revenue lost, created various sheets and methods to track daily mistakes, provided analytical reports and suggestions to stakeholders to overcome defects - To reduce labor redundancy and enhance customer experience, created invoice template to accommodate 12 outsource hotels, trained relevant parties, and monitored for defects, after taking over hotels' process.
• Advising customers on accommodation arrangements and become fully knowledgeable about the products, destinations and services offered. • Maintain high standard of Customer Service through all contact areas when dealing with customer service and any pre-departure and in resort queries. Take responsibility to resolve problems ensuring that issues are followed through and escalated when faced with a query that is outside the department remit. • Handle customer complaints, listening sympathetically to establish the nature and extent of the service shortfall. • Follow up sales enquiries promptly, calling customers directly as appropriate. • Ensure that reservations bookings are entered correctly based on the booking placed. • Service existing bookings as required including, but not limited to, carrying out amendments, providing information on relevant charges, confirm bookings and adding additional content. • Administration of bookings for all destinations within customer service and reservation remit • Working closely with in house operation department for support on various types of customer queries and escalations & understands and adheres with all set policies
Service Hong Kong Consumer Market (communicate in Cantonese) Responsibilities: • Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment. • Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy. • Grow and nurture customer relationships on every interaction that results in measurable Customer value • Document necessary account information and offer custom solutions that benefit the customer • Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality