Dispute Resolution Specialist at Konga Online Shopping Limited

Job Description   

The role is responsible for attending to escalations from customers regarding disputes on Third-Party seller products. This includes delivery confirmation disputes between buyer and seller, defective items, wrong delivery, product description issues, quality issues. The Dispute specialist is to ensure that in the process of mediating between both parties, a win-win solution is met.

He/she must have comprehensive understanding of the company’s processes and policies to be able to effectively handle disputes.

The role is shift based and includes weekends and public holidays.

Reporting Line    Head, Dispute Resolution

Duties & Responsibilities   

- Responding timely to escalations from customers regarding disputes on 3rd Party Seller products
- Contacting sellers and notifying them of new queries from customers
- Negotiating and Mediating solutions between buyer and seller
- Documenting every single communication that occurs in the course of the resolution of the dispute
- Ensuring that customers and sellers are kept informed of developments in the course of resolution
- Following up with resolution in progress from the seller’s end and ensuring that the seller fulfils their part of the agreement
- Following up with the customer and ensuring that they meet their part of the agreement
- Analyzing existing data and making recommendations to line manager for action to be taken

Skills & Competencies   

- Problem Solving
- Customer service
- Verbal Communication
- Written Communication
- Negotiation skills
- Ability to multi-task
- Ability to take initiative
- Excellent analytical skills
- Good telephone etiquette
- Knowledge of Microsoft tools
- Intermediate knowledge of products sold on the website

Qualifications & Experience   

- Bachelor’s degree required.
- 1 to 2 years’ experience in customer service.
- Excellent written, verbal, analytical and communication skill