Job Description

Launched in 2012, Daraz is South Asia’s online shopping and selling destination of choice present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering ecommerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns. Daraz is owned by Alibaba Group Holding Limited.

Position Title: Team Lead – Issue Resolution

No. of Vacancy: 1

Job Location: Naxal, Kathmandu, Nepal

Job Specification

Education Level: Bachelor

Job Description

  • Agent need to coordinate with the customer on their complaint
  • Escalate customer complaints to internal department and follow up
  • Coordinate with customer on their complaints through calls, SMS OR emails
  • Discuss critical and chronic issues with their reporting authority
  • Maintain the call quality and productivity as per the set target & ensure company compliance

Qualification required:

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  • Bachelor’s or Master’s degree in engineering or business disciplines with minimum 2 years of experience in related field
  • Should have good leadership skills, ability to guide junior team members
  • Good with Excel, Data Analysis, Reporting and Presentation
  • Excellent business communication and correspondence skills
  • Excellent Soft Skills: Able to handle irate customer and escalations on emails or calls
  • Able to use computers software efficiently including MS Office [Word, Excel, PowerPoint]

What we offer:

  • International working environment in a start-up setting, and a unique opportunity to learn from the best in ecommerce and online marketing
  • Rigorous training and exposure in team management, leadership, online marketing, business analytics and operations
  • The chance to work in a fast-moving, challenging but informal work environment with major international projects
  • Opportunity for real career advancement in high worldwide visibility project
  • Five days a week (Monday to Friday), 9 AM to 6 PM working hours
  • Benefit package: Provident Fund, Gratuity, Fuel Expenses, Mobile top ups and data pack, Accidental Insurance, Employee Discount, Medical Insurance, Full annual health check-up


  • Email with your CV as an attachment to Your email needs to serve as a cover letter
  • Include in the subject field of the email the title of the job you are applying for
  • If you have been referred by current or past Daraz employees, please mention the referrer’s full name and contact information
  • Online applicants are requested to attach their updated CV and a cover letter with the mentioned information
Only candidates can apply for this job.
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