Associate Manager - Marketplace Operations Majid Al Futtaim

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.