Associate - Knowledge Management Specialist - Bangalore

Job Description: Escalation lead – Partner Support
Position Escalation lead / Associate

Minimum Skills  Must have experience of managing and handling seller/vendor

escalation in any Ecommerce company/process
 Has experience of working in a domestic or international BPO.
 Must have experience of managing team.
 Well versed with seller/vendor Returns and Payment process of
Ecommerce.
 Ability to speak English and Hindi fluently.
 Must have been a consistent performer in the top quartile in current
role.
 Work independently and ability to make quick decisions.
 Must execute tasks with minimum assistance.
 Ability to perform multiple tasks and adjust quickly in short timeframes
with limited direct supervision.
 Ability to build rapport with others and create a team environment.
 Strong communication, organizational, motivational and time
management skills.
 Ability to work flexible hours whenever necessary.
 Ability to audit calls and coach team members to improve performance.
 Ability to liaise with other departments and maintain a constant
rapport.

KRA and
Responsibilities

The role of an Escalation lead in Partner support is.
KRA
 Candidate will be expected to work on escalation tickets for Finance and
returns. Liaise with Internal and external stakeholders.
 Has to ensure that all Escalations tickets are closed with in TAT.
 Reduction in the number of complaints.
 Steady increase in Seller Support vendor experience scores.
 Drive and close at least one tangible improvement initiative every
quarter
Responsibilities
 Work with the team and help them achieve their goals.
 Monitor ageing tickets of other LOBs and driving the pendency and
ensuring ageing threshold is met.
 Publish daily reports on escalations and sharing RCAs with the internal
teams and departments.
 Prepare action plans for improvement areas and drive initiatives to
address them.
 Liaise with the knowledge manager and ensure Process changes are
implemented.
 Keep in touch with Partners and processes through calls and emails. Get
to understand their pulse via running surveys.

Qualifications & Experience
Minimum 2 years of experience of handling a team and 1 year of experience in
working in escalation or L2 years.
Proficient in Office Tools MS Excel, PowerPoint Skills.