Job Description
Serve as the first point of contact for customer inquiries and feedback via phone, email, and chat.
Provide accurate, timely, and effective solutions to customer requests and issues.
Process orders, returns, and exchanges, ensuring all transactions are completed accurately.
Collaborate with clients, customers and internal departments (e.g., Warehouse, Delivery teams) to resolve complex issues and provide timely updates to stakeholders.
Document customer interactions and feedback using CRM systems.
Identify and escalate priority issues to the appropriate channels.
Monitor and maintain departmental service levels, ensuring response times and case resolutions meet or exceed established targets.
Ensure strict adherence and compliance with ISO procedures.
Contribute to process improvements to enhance the overall customer experience.
Provide administrative support as needed, including filing, data entry, document retrieval, and other ad hoc duties to support departmental operations.