Senior Executive, Customer Relations

Handle customer enquiries, feedback and complaints across omni‑channels including email, phone, social media, Google Reviews and walk‑ins

Provide solutions and service recovery within approval limits

Record and track cases in Omnichannel system

Process refunds and compensation according to company policies

Escalate complex cases and coordinate with internal departments (ie Operations, Finance, IT, Marketing, Legal & Compliance)

Meet service level agreements (SLA), KPI and service quality standards