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Job Description

Digikala is in constant and fast evolution to serve millions of customers and tens of thousands of sellers seamlessly. The Seller Support team acts as the main interface between Digikala and sellers.

This team is expected to address system issues, identify and implement process improvements, develop internal documentation, and contribute to a team environment while adhering to service-level agreements for calls and tickets. A seller support specialist will work in the second layer of the seller support team to help the call center resolve more complicated seller-related issues.

• The seller support specialist demonstrates end-to-end ownership of every seller interaction coupled with proactive problem-solving and provides exceptional support to sellers and makes sure every seller request ends with an acceptable resolution within a specified timeframe.
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Digikala Sellers including the appropriate escalation of Sellers' issues.
• Maintains a positive and professional attitude always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Work in close collaboration with internal teams such as after sales service, finance, operation teams and etc. as required to resolve Seller's issues and questions.