assistant Operations ManagerMyDeal.com.au

Description
MyDeal.com.au is an online marketplace that focuses on providing "everything for your home" (furniture,
homewares, garden, appliances and more). We connect our customers with millions of products sold by
Australia's leading retailers.
Customer Service is a component of Customer Experience. Its function is day-to-day tactical operations. The
function is quantifiable and easily measured by metrics such as CSAT, Tickets Solved, OTT (One Touch
Tickets), First Response Time, Escalations, Ticket Volumes etc.
Responsibilities
Overseeing the day-to-day operations of the customer service function including.
Resolution from Seller tickets.
Real time interactions team
Payment Disputes team
In-stock dedicated customer service
Operational workforce capacity planning & execution
Ensuring there are sufficient resources to follow the processes and systems, tools to meet the customer service demands of MyDeal customers.
Recruitment
Rostering to cover customer service requirements, including service demand peaks.
Coaching & Training of staff
Performance management, inclusive of:
Setting and measuring scorecards.
Ongoing coaching and review sessions.
Quality assurance reviews of staff performance.
Succession planning
Redundancy/resilience building is essential for this role to ensure there are no substantial disruptions to customer service in the event of personal or annual leave, or unforeseen circumstances.
The Assistant Operations Manager is also responsible for reacting to customer ticket volumes,
inclusive of following up with Sellers to identify potential escalations to deflect and prevent escalations.
Requirements
At least 2 years' experience in handling a customer service team is a must
Should know how to mentor staff and are extremely knowledgeable of process management
An understanding of technical requirements surrounding e-commerce marketplaces is highly advantageous.
Above average experience Zendesk both customer / agent facing and administration
Strong initiative and high attention to detail
Fastidious organization and time management skills
Advance knowledge in Microsoft Excel skills.
Advance written and verbal communication skills.
Must be amenable to work onsite
MyDeal.com.au

Manila City, Metro Manila
Permanent
Full-time