Job description
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
Voice of Customer (VoC) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that results in great buyer & seller experience.
Reporting to the Manager of VoC, your responsibilities would include:
Reporting to the Manager of VoC, your responsibilities would include:
- Assisting the team in delivering weekly and monthly buyer & seller satisfaction (e.g. NPS, PSAT) data analysis, performance dashboard and reporting, plus ad hoc deep dive reporting based on internal team needs.
- Conducting NPS, PSAT root cause and trending analysis to identify reasons for underperformance and propose actionable recommendations while escalating any risks from emerging trends which are buyer, seller and business impacting
- Support Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis
- Support the team in maintain & refining existing day to day operations-related automated reports
- Provide visibility in daily operations and critical support during campaigns
- Aggregating data from various sources and draw out insightful data for the next course of action
- To facilitate ad hoc tasks when needed within the department
Job Requirements
To succeed in the role, you should ideally have:
- Bachelor Degree in Statistic/ Mathematics/ Actuarial Science or any relevant studies
- FRESH GRAD is welcome to apply!
- Knowledge in SQL and Microsoft Office Excel application
- Basic knowledge of research techniques and methodologies is a plus
- Demonstrate good communication skills, good analytical diagnostic, troubleshooting and data visualization skills
- Quick and adaptive to change and flexible in an evolving, fast-paced environment
- Good understanding of the e-commerce ecosystem will be an added advantage
- Excellent command of written and spoken English and Bahasa Malaysia
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