DUTIES AND RESPONSIBILITIES
- Oversee customer inquiries related to application usage, technical issues, and troubleshooting
- Lead and train a team of customer service representatives and support specialists
- Identify common customer pain points and collaborate with the development team for application enhancements
- Develop and implement customer service policies to improve user experience
- Ensure timely and effective resolution of customer concerns
- Monitor team performance and provide feedback for improvement
- Monitor KPIs (e.g., customer satisfaction scores, response times, and resolution rates) and report insights
- Handle escalated issues and complex customer concerns efficiently
JOB SPECIFICATION
- Education and Experience:
- Bachelors degree or Masters degree in S/E commerce, Business management, International Business, Marketing and Project Management
- Minimum 5 years of hands-on experience in Retail operation or customer relationship management area
- Minimum 3 years in e-commerce platform is a plus
- Strong background or experiences in business planning, managing the business commercial deals
Required Skills/Abilities:
- Strong entrepreneurial mindset
- Proven critical and analytical thinking skill
- Communication skill with excellent English proficiency
- Negotiation and persuasion skill
- Excellent organization skill
- Impeccable presentation and interpersonal skill
