General Manager – Ordazzle Customer Services & Support
Job Description:
Responsible for onboarding customers on our e-commerce platform, Ordazzle, handling their e-commerce platform, and achieving the expected outcome.
Providing world-class support to our customers on our new Ordazzle e-commerce Management System.
Leading and managing the activities of Support teams in a 24X7 global support environment
Recruit, develop and manage a team of Team Lead (s), Business Analysts and L1 /L2 Support engineers.
Develop and implement processes for onboarding, managing schedules, workload, response, resolution and quality to meet SLAs including building FAQs and adding to the LMS
Prepare, document, and deliver training and development plans and performance evaluations.
Handling escalations and assuming ownership of the end-to-end customer experience
Follow up with customer satisfaction surveys.
Serving as a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
Participate in onboarding and support and maintenance sales cycle (meetings with customer management and support representatives, development of presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.);
Implementing e-commerce Best Practices in the Ordazzle Solution
Skills & Experience:
Overall experience of approximately 20 years in Software implementation and Support
At least 3 years experience in managing onboarding and support of Cloud Business Applications
Experience working with ticketing tools and SLA governed environment.
A good exposure to Webservices, REST API, Java, Spring Boot, Microservices and MySQL.
Strong problem-solving and multi-tasking skills
Excellent client-facing skills
Excellent listening skills
Excellent written and verbal English communication skills
ETP Group is a leading Unified Commerce Software company, with a 36 year track record of delivering enterprise class retail technology solutions. Market leading retailers in Asia Pacific use ETP across hundreds of thousands of employees, over 500 brands and across 24 countries.
ETP’s comprehensive AI powered solution suites, ETP Unify and Ordazzle, encompass a broad spectrum of e-commerce and retail functionality, from POS, CRM, OMS, PIM, Unified Inventory to Unified promotions, Logistics management and seamless integration with marketplaces and e-commerce platforms. ETP’s Unified Commerce Retail Platforms creates a frictionless and consistent shopping experience for consumers across all channels, wherever, whenever, and however they choose to shop.
ETP’s strength lies in its ability to provide robust and innovative retail solutions built with the most scalable and secure technology, MACH architecture and beautiful UI design. ETP’s “asset-light” solutions minimise IT administrative costs, enabling businesses to focus on growth and strategic initiatives.