JOB TITLE
Associate Manager Marketplace Operations | MAF Retail | Marketplace
Role Summary
The Associate Manager Marketplace Operations is responsible for providing comprehensive assistance and support to sellers operating on the marketplace platform. The primary objective is to ensure a seamless and efficient selling experience for sellers by addressing their inquiries, resolving issues, and providing guidance on platform policies and procedures.
ROLE PROFILE
- Seller Assistance; Provide timely and comprehensive assistance to sellers via various communication channels (e.g., email, phone, chat) regarding account setup, product listing, order management, payment issues, and general inquiries
- Issue Resolution; investigate and resolve seller concerns, complaints, and disputes effectively and efficiently, ensuring a positive resolution and satisfactory outcome for both the seller and the customer.
- Platform Guidance: Educate sellers on platform policies, procedures, and best practices to ensure compliance and optimize their selling experience, including guidelines for product listings, pricing strategies, and promotional campaigns
- Execute the set project SOP and put forward enhancements to simplify and reduce overhead on the process
- Compliance and Policy Adherence: Ensure compliance with all marketplace policies, guidelines, and regulatory requirements. Stay informed about changes in marketplace policies and communicate updates to relevant stakeholders.
- Contributes to root cause analysis in escalation management
- Identifies process improvement opportunities (enhancements and pain points) at process/ function leve
- Conducts regular audits of activities related to functional area and educates the team on quality errors
Requirements
- Bachelor's degree in Engendering, Marketing, Information technology, Computer science, Business administration)
- 3 years + working experience, in Seller support, Customer support, Operations or seller experience.
- Preferably 2+ years in the retail/e-Commerce business or closely related industry
- MS Excel, MS Office Suite
- Understanding and experience with CRM software / Ticketing tool (e.g. Salesforce, Hubspot, Zoho etc.
