User Engagement Analyst

Responsibilities:

Seller & Buyer Management:

• Act as the primary point of contact for sellers on the platform
• Respond to seller and buyer inquiries promptly and clearly
• Manage communication in a way that ensures transactions progress efficiently

Revenue & Transaction Execution (CRITICAL):

• Support the conversion of inquiries into completed transactions
• Provide pricing, product information, and guidance using existing data and references
• Ensure that no revenue opportunity is delayed due to: lack of information, slow response, and indecision
• Proactively follow up on pending transactions to drive completion

Decision-Making & Problem-Solving:

• Apply existing policies, pricing, and precedent without unnecessary escalation
• Make informed decisions quickly using available information
• Escalate only when: no policy exists, and high-risk decisions are required
• Provide clear summaries and recommendations when escalation is necessary

Operational Execution:

• Ensure all seller-related policies, processes, and standards are accurate, timely, and well-documented
• Coordinate with internal teams where required to resolve issues quickly
• Maintain strong attention to detail across all interactions

Speed and Responsiveness (MANDATORY):

• Handle all live or revenue-related requests with high urgency
• Provide responses or proposed actions within defined response times
• Prioritize tasks based on business impact, not activity level

Continuous Improvement

• Identify recurring issues in seller or buyer interactions
• Suggest improvements to processes, communication, and workflows
• Contribute to strengthening the overall UE function and efficiency

Requirements:

• Degree in Business Administration, Marketing, Mass Communication, or a related field
• Experience in customer-facing roles, operations, e-commerce, or marketplace environments
• Strong communication and interpersonal skills
• Ability to manage multiple tasks in a fast-paced environment
• Strong problem-solving and decision-making ability
• Comfortable working independently and taking ownership