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 inquiriesIssue 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 campaignsExecute the set project SOP and put forward enhancements to simplify and reduce overhead on the processCompliance 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 managementIdentifies process improvement opportunities (enhancements and pain points) at process/ function leveConducts 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 industryMS Excel, MS Office SuiteUnderstanding and experience with CRM software / Ticketing tool (e.g. Salesforce, Hubspot, Zoho etc.