Associate – Knowledge Management Specialist at Myntra in Bengaluru

Job Description

Escalation lead – Partner Support

Position Escalation lead / Associate

Minimum Skills : Must have experience of managing and handling seller/vendor

escalation in any Ecommerce company/process

•  Has experience of working in a domestic or international BPO.
•  Must have experience of managing team.
• Well versed with seller/vendor Returns and Payment process of Ecommerce.
• Ability to speak English and Hindi fluently.
• Must have been a consistent performer in the top quartile in current role.
• Work independently and ability to make quick decisions.
• Must execute tasks with minimum assistance.
•  Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
• Ability to build rapport with others and create a team environment.
• Strong communication, organizational, motivational and time
• management skills.
•  Ability to work flexible hours whenever necessary.
• Ability to audit calls and coach team members to improve performance.
• Ability to liaise with other departments and maintain a constant rapport.

KRA and Responsibilities

The role of an Escalation lead in Partner support is.

KRA

• Candidate will be expected to work on escalation tickets for Finance and returns.
• Liaise with Internal and external stakeholders.
• Has to ensure that all Escalations tickets are closed with in TAT.
• Reduction in the number of complaints.
• Steady increase in Seller Support vendor experience scores.
• Drive and close at least one tangible improvement initiative every quarter

Responsibilities

• Work with the team and help them achieve their goals.
• Monitor ageing tickets of other LOBs and driving the pendency and ensuring ageing threshold is met.
• Publish daily reports on escalations and sharing RCAs with the internal teams and departments.
• Prepare action plans for improvement areas and drive initiatives to address them.
• Liaise with the knowledge manager and ensure Process changes are implemented.
• 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.