Associate - Performance & Agent Management-Customer

Location:**Malaysia**- Department: Customer Service- Location: Malaysia- Responsibilities:- Managing end to end reverse/ return and refund operation with Lazada Partner, BPO- Deliver new initiatives to improve reverse experience both Buyer and Seller, also Operations efficiency.- Leading and collaborating efficiently among cross-functional team and departments, both locally and regionally related to reverse ( within the vertical in CC and outside CC )- Driving the project related to reverse operation towards completing, with a high sense of ownership and quality.- Anticipating and escalating issues quickly and efficiently, as necessary to allow proper corrective action/decision.- Take insight and prioritize design the best solution of reverse experience for customers work closely with CCX and Platform Governance Team- Constantly feedback to head of reverse head for alignment- Managing and reporting timelines and deliverable.- Communicating with direct report on status, risks, and results.**Job Requirements**- Requirements/Qualifications(must have):- Strong analytical skills and business understanding.- Min. 2years of working experience in the relevant background on project management and process improvement.- Pro-active and positive attitude.- Willing to learn how to work within a team and independently.- Hardworking, methodical and very structured.- Able to work under pressure and willing to learn in a fast-moving environment.- Proficiency with office software.- Equally comfortable presenting to direct report as to front line workers.- Excellence in English communication both writing and speaking.