Executive/Senior Executive-L2 Support Online/Ecommerce
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Key skills for this role
About the Role
Role Purpose: The role is responsible for providing Level 2 (L2) support for customer queries related to myAster online orders. The focus is on resolving escalations, managing o.
Key Skills for This Role
Responsibilities
- Handle escalated customer queries related to online orders and provide timely resolution
- Track and manage order status across systems, ensuring smooth handling from placement to delivery
- Process refund requests and handle returns and reverse logistics
- Coordinate with internal teams (Category, Finance, Operations) and external partners (delivery providers, vendors)
- Monitor resolution timelines and closure rates, identify recurring issues and suggest improvements
Requirements
- Handle escalated customer queries related to online orders
- Track and manage order status across systems
- Process refund requests and handle returns and reverse logistics
- Work with internal teams and external partners for resolution
- Monitor resolution timelines and maintain high accuracy
Full Job Posting
Role Purpose
- The role is responsible for providing Level 2 (L2) support for customer queries related to myAster online orders. The focus is on resolving escalations, managing order lifecycle issues, and ensuring a seamless customer experience.
Key Responsibilities
- Handle escalated customer queries related to online orders
- Investigate issues and provide timely resolution
- Take ownership of queries until closure
- Track and manage order status across systems
- Ensure smooth handling of orders from placement to delivery
- Maintain visibility of order updates and delays
- Process refund requests and validations
- Handle returns and reverse logistics
- Ensure adherence to timelines and policies
- Work with internal teams such as Category, Finance, and Operations
- Coordinate with external partners including delivery providers and vendors
- Ensure faster resolution through effective collaboration
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