Job Description

Develop and implement customer service policies aligned with company goals.
Supervise daily operations of the customer care team and provide necessary support.
Handle complex and escalated customer issues with professionalism and urgency.
Monitor KPIs and service metrics to track performance and drive quality improvement.
Coordinate with internal departments (sales, logistics, technical) for smooth after-sales support.
Manage CRM systems and ensure data accuracy and integrity.
Deliver training, coaching, and development for the customer service team.
Analyze customer feedback and recommend improvements to enhance satisfaction.
Prepare and present service performance reports to senior management.
Ensure compliance with internal policies, quality standards, and regulatory requirements.

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