Platform Support Excellence Specialist

Job Description

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. Seller support specialist will work in second layer of seller support team to help the call center resolve more complicated seller related issues.

Job Description:

• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Digikala Sellers including the appropriate escalation of Sellers' issues.
• Maintains a positive and professional attitude always portraying the company in a positive light and effectively managing sensitive issues.
• 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.
• Maintains acceptable performance metrics such as quality, productivity, problem solving, and attendance.
• 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.

Requirements:

• Having MBA or Master's degree in E-commerce or Industrial Engineering would be an advantage
• Experience within a customer service environment. (Minimum 2 years)
• 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)
• Should be willing to interact with Seller over calls / email / in person depending on the business need.