Associate, Escalation Management (Customer Service)

Reporting to the Regional Head of Escalation Management, your role is detailed below:
- Business owner of the Escalation management in Vietnam.
- Business owner of the L3 team’s performance in Vietnam & execute projects.
- Take lead in resolving high-risk escalation from C-level, regulator bodies, including attending court.
- Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop.
- Overseeing our data systems and reporting frameworks, guaranteeing the integrity and precision of data. Enhancing analytical and reporting functions, as well as quality assurance processes to pinpoint areas for enhancement.
- Take lead in driving the Vietnam L3’s efficiency, increase the productivity and lower the cost.
- Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation.
- Ensure the customer satisfaction at targeted level.
- Raise the awareness of high-risk escalation through assessment and top friction sharing.
- Other tasks as assigned by the Regional Head of Escalation Management.

Job Requirements
- At least 2-3+ years of strong relevant experience in operation and performance (client / customer) management, especially in high level escalation cases.
- Highly advantageous to have relevant experience from eCommerce industry / set up.
- Excellent stakeholder management skills: working with different stakeholders / parties to resolve issues & cases.
- Confident and firm to confront or challenge professionally when necessary.
- Strong sense of ownership and problem-solving abilities.
- Excellent interpersonal and communication skills esp in English (spoken and written).
- Meticulous and detail-oriented.
- Good presentation skill.
- Ability to transform raw data into structured information, which will then be analyzed to glean insights that drive strategic decision making in business.
- SQL, proficiency in data, process mapping tools is a strong plus.