Responsibilities
About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for an OnCall Experience Resolution PM to support internal
Responsibilities:
- Escalation Handling: Receive and handle all escalations from frontline Oncall team members, Onall users, and other internal stakeholders, and provide effective solutions at speed;
Want more jobs like this?
Get jobs in London, United Kingdom delivered to your inbox every week.
- Experience Recovery: Responsible to monitor internal issues not being resolved timely, and take ownership to create workable solutions to narrow down/eliminate the gaps.
- Root-Cause Analysis: Identify root-cause of customer issue, work with Governance teams, Global Product, Policy and Process teams for root-cause resolution to prevent or reduce the reoccurances of issues.
- Single Point of Contact: Act as SPOC (Single point of contact) our out business Account Managers, taking ownership to resolve issues for their accounts and meet their expectations.
- Work with internal Quality Monitoring and Training teams to train new hires
- Maintain weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- Proven track record in data analysis, with a focus on root cause analysis.
Preferred Qualifications:
- Experience in commerce platforms in the relevant region;
- Capable of functioning independently and within a team environment, with experience in e-commerce or marketplace platforms being advantageous.