1. Escalation Handling
- Address and resolve escalated return issues from sellers related to damage, wrong return etc.
- Analyze the root cause of issues and propose corrective actions to prevent recurrence.
- Deal with logistics partners and manage disputes for marketplace seller
- Candidate should be able to identify and control fraudulent activities in the network.
2. Seller Communication
- Serve as the primary point of contact for escalated seller concerns via email and calls.
- Provide clear, empathetic, and professional communication to sellers regarding resolution steps and timelines.
3. Collaboration with Internal Teams
- Coordinate with cross-functional teams such as logistics, finance, warehouse, brand management and technology to resolve seller concerns effectively.
- Escalate critical or unresolved issues to higher management with detailed reports.
4. Process Improvement
- Identify recurring problems and recommend process enhancements to improve the overall seller experience.
- Contribute to the creation and revision of SOPs for escalation handling.
5. Compliance and Reporting
- Ensure adherence to company policies and guidelines while addressing seller issues.
- Maintain accurate records of escalations, resolutions, and trends. Generate reports to monitor key metrics and escalate insights to management.
6. Proactive Issue Resolution
- Monitor seller feedback and proactively address potential escalations before they occur.
- Educate sellers on policies, procedures, and best practices to minimize escalations.
