Customer Care-Performance & Process Management

Location:**Malaysia**- Department: Customer Service- Location: Malaysia- Team and Role Introduction:**Responsibilities**:- Developing process enhancement strategies.- Conducts Process blueprinting to review existing processes and identify areas for improvement.- Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.- Develop and implement process changes to guide the Customer Care Specialist to deliver superior customer experience and to improve operational efficiency.- Develop process workflow and design for new products, systems and services.- Oversee implementation of new business processes- Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.- Maintain and update all the process related reports and documentation for reference purposes.- Develop in-depth knowledge of Lazada's products, services and systems used by customers (buyers and sellers) and Customer Care team.- Assist in promoting the implementation of best practices.- Recommend innovative business and technical solutions to improve operational effectiveness.- Process benchmarking and establishing norms and standard of processes - Process Standardization and alignment for six (6) ventures.- Organize and maintain data assets in the Xspace (internal system).**Job Requirements**- Requirements/Qualifications(must have):- Tertiary education levelWorking Experience:- Process Improvement/ Process Optimization- Service Delivery or Customer Service experience (preferably)Language:- English (Must Have)- Chinese (Read and Write)Requirements/Qualifications(good to have):- Any source of project management certification