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Voice of Customer - Contract

Retail
Full-time
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Bukit Bintang, Kuala Lumpur

About The Job

Reporting to the Senior Manager of VoC, your responsibilities would include assisting with:

  • Maintain and develop Help Centre articles (for both Buyer and Seller) to support the evolving or new features, products or services to create success in customer interaction and self service.
  • Assist with communications and alignment across the customer (Buyer & Seller) journey across platform, chatbot, customer service agent scripting, social media postings.
  • Coordinate and monitor on effectiveness of customer awareness and education initiatives.
  • Support in a swift manner on ad-hoc communications by creating email, SMS and scripts to manage customers especially when during a crisis.
  • Provide translation of communication material to Bahasa Malaysia, when required.
  • Ensure materials are published with proper formatting, in adherence to Lazada’s brand style and guidelines.

Job Requirements

  • Copywriting or Communications related background is preferred.
  • Excellent command of written and spoken English and Bahasa Malaysia.
  • Attention to details with sound communication skills.
  • Proficient in all Microsoft Office applications and familiarity with publishing tools and HTML coding.
  • Quick and adaptive to change and flexible in an evolving fast-paced environment.

Our Culture

WHO WE ARE

Lazada is Southeast Asia’s number one online shopping and selling destination, with a presence in Malaysia, Indonesia, Philippines, Singapore, Thailand and Vietnam. 
 
We are pioneering e-commerce across some of the fastest growing countries in the world by offering a fast, secure and convenient online shopping experience with a broad product offering in categories ranging from fashion, consumer electronics to household goods, toys and sports equipment
 
With our tremendous growth, we seek dynamic, entrepreneurial, broad-minded individuals to join us.
 
Hone your creativity, invent and innovate, and set your own highest standards within a nurturing, equal opportunity environment.
 
As a young and dynamic company, Lazada is the place for you to grow and develop your career. 

OUR CULTURE


We are all entrepreneurs and owners at Lazada. We have a holistic view of the company’s strategy, and are accountable to drive the end result.

We know what our customers and sellers need and want, and work to deliver the best experience.

We prefer to set our own highest standards than follow what others have prescribed. We invent, innovate and implement at a high quality and speed, with no compromise.

We are confident but humble in the pursuit of high standards. We all have an obligation to challenge if we disagree.

We voice our case, agree to disagree and then commit whole-heartedly. We are open-minded, honest and respectful, forging an environment built on trust.
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