• Monitor customer service metrics, including response time, resolution rate, and customer satisfaction, and implement strategies for continuous improvement.
2. Online and Offline Customer Support:
• Oversee customer service efforts across various channels, including online platforms (website, mobile app, social media) and offline touchpoints (partners, retail channels, events, etc.).
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• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve departments sustainability and meet business needs.
• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.
• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment
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Communicate with customers to identify their needs / expectations and make appropriate adjustments to meet those needs.
Facilitate communication between internal departments such as operations, sales, and warehousing to coordinate customer orders and resolve issues efficiently.
Track and analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
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Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve departments sustainability and meet business needs.
Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.
Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment
...
• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs.
• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.
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2. Led the team to complete the targets set by the company, and completed the formulation, implementation and control of the internal work objectives of the department;
3. Establish and improve internal assessment and training systems of the department;
4. Coordinated the work among subordinate departments and provided personnel allocation plans according to the set goals;
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• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve departments sustainability and meet business needs.
• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.
• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment
...