Platform Support Excellence Specialist (Training)

Digikala is in constant and fast evolution in order to serve millions of customers and tens of

thousands of sellers seamlessly. The Seller Support team acts as the main interface between

Digikala and sellers.

This team is expected to address system issues, identify and implement process improvements,develop internal documentation, and contribute to a team environment while adhering to service level agreements for calls and tickets.

Sellers Support Training Specialist mission:

Seller support training specialist will work in second layer of this team and his/her main tasks will be train agents who respond phone calls and tickets in first layer of call center about the main changes and activities of the business.

In other word, He/She should have the capability to translate the process and last updates of thebusiness to the simple wordings and scripts in order to easy usage in Agent’s level.

Key Responsibilities:

• Demonstrates effective, clear and professional written and oral communication.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
•  Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
•  Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
•  Work in close collaboration with internal teams such as After Sales Service, Finance, operation teams and etc. as required to resolve Seller's issues and questions.

Qualifications:

•  Any Graduation (Having MBA or Master's degree in E-commerce or Industrial
  Engineering would be an advantage)
• Minimum 2 years Experience within a customer service environment

• Should be willing to interact with Seller over calls / Email / in person depanding on the business need.

• Excellent written and verbal communication in Persian (English is a plus)
• Experience with MS Excel and MS Word, Power Point and Visio (Proficiency is a plus)