Executive, Customer Service Operation

Oversee day-to-day customer service operations to ensure efficiency and service excellence. Handle customer inquiries, complaints, and escalations via phone, email, or chat in a professional manner. Monitor and analyze customer service performance metrics to improve response times and service quality. Collaborate with internal departments (e.g., sales, logistics, finance) to resolve customer issues promptly. Develop and implement standard operating procedures (SOPs) to enhance service delivery. Train and support customer service representatives to ensure adherence to company policies and service standards. Assist in process improvement initiatives to enhance customer experience and operational efficiency. Maintain accurate records of customer interactions, feedback, and resolutions in the CRM system. Ensure compliance with company policies, industry regulations, and customer service best practices. Prepare regular reports on customer service performance and operational improvements.