Job Description
Job Responsibilities
Customer Experience & Operations
Deliver Excellence: Manage customer interactions across multiple channels (email, live chat, social media), ensuring timely, high-quality responses that align with our brand's tone of voice.
Problem Solve: Act as the point of contact for complex or escalated customer cases, ensuring effective resolution while collaborating with appropriate internal stakeholders.
Meet Targets: Ensure Service Level Agreements (SLAs) are consistently met across all channels and regional markets.
Optimize Workflows: Assist in executing and maintaining Standard Operating Procedures (SOPs), policies, and best practices for inquiries, complaints, returns, and exchanges.
Cross-Functional Collaboration: Work closely with internal teams (Operations, Logistics, Product, Marketing) to troubleshoot and resolve system or delivery issues.
Track Metrics: Monitor key customer support performance metri...