Job Description

: Escalation lead - Partner Support
Position Escalation lead / AssociateMinimum Skills \xef\x82\xb7 Must have experience of managing and handling seller/vendorescalation in any Ecommerce company/process
\xef\x82\xb7 Has experience of working in a domestic or international BPO.
\xef\x82\xb7 Must have experience of managing team.
\xef\x82\xb7 Well versed with seller/vendor Returns and Payment process of
Ecommerce.
\xef\x82\xb7 Ability to speak English and Hindi fluently.
\xef\x82\xb7 Must have been a consistent performer in the top quartile in current
role.
\xef\x82\xb7 Work independently and ability to make quick decisions.
\xef\x82\xb7 Must execute tasks with minimum assistance.
\xef\x82\xb7 Ability to perform multiple tasks and adjust quickly in short timeframes
with limited direct supervision.
\xef\x82\xb7 Ability to build rapport with others and create a team environment.
\xef\x82\xb7 Strong communication, organizational, motivational and time
management skills.
\xef\x82\xb7 Ability to work flexible hours whenever necessary.
\xef\x82\xb7 Ability to audit calls and coach team members to improve performance.
\xef\x82\xb7 Ability to liaise with other departments and maintain a constant
rapport.KRA and
ResponsibilitiesThe role of an Escalation lead in Partner support is.
KRA
\xef\x82\xb7 Candidate will be expected to work on escalation tickets for Finance and
returns. Liaise with Internal and external stakeholders.
\xef\x82\xb7 Has to ensure that all Escalations tickets are closed with in TAT.
\xef\x82\xb7 Reduction in the number of complaints.
\xef\x82\xb7 Steady increase in Seller Support vendor experience scores.
\xef\x82\xb7 Drive and close at least one tangible improvement initiative every
quarter
Responsibilities
\xef\x82\xb7 Work with the team and help them achieve their goals.
\xef\x82\xb7 Monitor ageing tickets of other LOBs and driving the pendency and
ensuring ageing threshold is met.
\xef\x82\xb7 Publish daily reports on escalations and sharing RCAs with the internal
teams and departments.
\xef\x82\xb7 Prepare action plans for improvement areas and drive initiatives to
address them.
\xef\x82\xb7 Liaise with the knowledge manager and ensure Process changes are
implemented.
\xef\x82\xb7 Keep in touch with Partners and processes through calls and emails. Get
to understand their pulse via running surveys.Qualifications & Experience
Minimum 2 years of experience of handling a team and 1 year of experience in
working in escalation or L2 years.
Proficient in Office Tools MS Excel, PowerPoint Skills.

Myntra