Seller Support Assistant - Lazada Puchong

Agensi Pekerjaan Synergy Staffing Sdn Bhd; Subang Jaya; On-site; MYR 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive individual to assist in managing escalated inquiries and overseeing daily operations. This role involves effective communication with Sellers and Stations, ensuring timely resolutions to issues, and collaborating with various teams to enhance service delivery. The ideal candidate will possess strong analytical and interpersonal skills, along with a diploma in logistics or business management. If you thrive in a dynamic environment and are eager to contribute to a leading logistics vendor, this opportunity is perfect for you.

Qualifications

• 1-2 years of experience in customer service is required.
• Diploma in logistics or Business Management is essential.

Responsibilities

• Manage escalated enquiries from Sellers and Stations via various communication tools.
• Coordinate with the pickup team to ensure timely resolution of escalations.

Skills

Analytical Skills

Communication Skills

MS Excel

MS Office

PowerPoint

Interpersonal Skills

Problem-solving

Education

Diploma in Logistics

Diploma in Business Management

Tools

Ding-Talk

Email

WhatsApp

Job description

Last Updated on 11 May '25
Expiring on 15 May '25

Role

This position is responsible for assisting and overseeing escalations raised by Sellers, DOP Stations, Partner Support, and Key Account Managers via communication tools such as Ding-Talk, Email, Social Media, and WhatsApp. The role requires managing day-to-day tasks efficiently and proactively.

Core Responsibilities

1. Manage escalated enquiries from Sellers and Stations via Email, Ding-Talk, WhatsApp, and Calls.
2. Handle escalations and enquiries within the SOP time frame.
3. Secure and resolve escalations promptly and effectively.
4. Communicate changes planned by the FM Pickup Team to Sellers and Stations, including timing, segmentations, migrations, or route changes.
5. Engage with PSC, Key Account Managers, and MP Logs Team to communicate with Sellers during lunch hours, working hours during MCO/EMCO, campaigns, festivals, and public holidays.
6. Conduct surveys with Sellers and Stations prior to campaigns, festivals, or public holidays.
7. Address complaints and concerns from couriers and FM Pickup team, assisting in timely resolution.
8. Coordinate with the pickup team to meet seller expectations for additional trips, ensuring parcels are secured daily.
9. Monitor OTC and DOP backlogs daily, push the FM Pickup team to clear backlogs, and share reports with the First Mile team each morning.
10. Monitor AWB issues with the Sort Team daily, communicate issues to sellers, and send summary reports to management.

Agency Hiring – Lazada Logistic Vendor Management

Reporting Line

Reports directly to Supervisor & Facility Manager

Qualifications

• Diploma in logistics or Business Management.
• At least 1-2 years of experience in customer service.

Skills

• Strong analytical skills and ability to handle difficult situations.
• Good communication and writing skills, preferably in English.
• Proficiency in MS Excel, MS Office, and PowerPoint.
• Ability to manage tight project deadlines.
• Ability to work independently and collaboratively with internal and external stakeholders.
• Good interpersonal skills.
• Proficiency in English and Bahasa Malaysia; knowledge of legal and professional contexts is an advantage.
• Own transportation and flexibility to travel within the designated area.