Job Description

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
The Role: Oncall Service Subject Matter Expert (SME) is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, the role will analyse root-cause problems and design a recovery plan.
How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right touch-points to address/resolve an issue, ensuring that we always put our customers first.
- Define, build, implement and monitor projects that increase internal-customer experience.
- Monitor auto-routing to ensure the right point-of-contact is documented in our system.
- Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve.
- Root-cause analysis for ineffective rooting, define a recovery plan and implement.
- Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps.
Qualifications:
Minimum Qualification(s)
- Bachelor degree or above, with relevant working experience in dealing with crisis issues.
- Understand the law and understand the mechanism of crisis management.
- Previous experience in customer success/escalation role, SOP design and PR experience preferred.
- Strong understanding of the processes, working knowledge of call center operations.
- Experience in business, financial or statistical analysis.
Preferred Qualification(s)
- With experience in business analysis and reporting management within Customer Service.
- Experience in eCommerce platforms in the relevant region.
- Experience in chatbot optimisation.
- Proven experience in data analysis, particularly in conducting root cause analysis.

Skills Required