รายละเอียดงาน- Oversee the daily operations of the customer service team, ensuring a high level of excellence and efficiency.
- Manage the preparation and issuance of accurate bills, order processing, and delivery scheduling to meet customer expectations and deadlines.
- Coordinate with the logistics department to ensure timely and accurate delivery of products.
- Handle goods return processes, ensuring they are executed smoothly and in accordance with company policies.
- Serve as a focal point for customer inquiries, complaints, and feedback, resolving issues with a proactive and customer-centric approach.
- Implement customer service best practices to continuously improve service quality.
- Establish and monitor high level service standards of customer handling in all touch points - phone, email, social media, website.
- Collaborate with the sales and marketing teams to align customer service with overall business strategies.
- Analyze customer service metrics to develop strategies for improvement.
- Train and mentor customer service team members, fostering a culture of growth, learning, and customer excellence.
- Keep abreast of industry best practices and emerging customer service trends to keep the company at the forefront of customer service.
- Continually achieve and exceed the support KPIs such as First Response Time, Resolution Time, Total Resolved Chats/Tickets etc.
- Work Monday to Friday, with weekends off (Saturday and Sunday).