Marketplace Customer Service Associate Manager

7 days ago

Pasig, National Capital Region, Philippines Peak XV Full time
Marketplace Customer Service Associate Manager
  • Full-time
  • City: Pasig
  • Department: Marketplace Experience
  • Office Location: Philippines

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful, and Teamwork. Together as an organisation, we make magic happen.

Responsibilities:

  1. Serve as the primary point of contact on daily operations for BP (BasePromise) and CE (Certified) customer support team.
  2. Act as support and backup to the Sales Assisted, Professional Account, and Open Marketplace Customer Support Manager.
  3. Review staff performance and customer issues to identify areas for improvement.
  4. Work with the Quality Assurance Team to enhance operational efficiency and customer satisfaction.
  5. Ensure service level targets are met; maintain the right headcount, and calculate inquiry capacity.
  6. Prepare and manage staff schedules to ensure adequate coverage for daily tasks, including approving daily time records needed for our agencies and BPO invoices.
  7. Act as an escalation point for user queries that agents are unable to resolve.
  8. Organize and oversee training for new hires and onboarded agents.
  9. Be comfortable dealing with high-pressure escalations, and pulling in cross-functional experts, when appropriate, to resolve issues swiftly while putting users first.
  10. Create and maintain Data dashboards to understand and drive performance.

Education, Experience and Requirements:

  1. 2 years of work experience in a customer service role and digital support environment.
  2. Strong understanding of Excel or Google Spreadsheet is a must.
  3. Understanding and knowledge of Zendesk is preferred.
  4. Able to compose and analyze qualitative and quantitative data.
  5. Consistent performance in ticketing responsibilities in productivity and quality.
  6. Excellent verbal and written communication skills in English.
  7. High empathy for users and other stakeholders. Ability to view situations from other people's perspective.
  8. Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence.
  9. Open-minded; open to varied points of view and able to adapt to different cultural environments.

Please note that Carousell will not ask for payment of any fees nor recruit on social media platforms. Legitimate information regarding career opportunities with Carousell can always be found on our official careers site at careers.carousell.com. If you have encountered any scams or are a victim of such scams, please promptly inform your local police.

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