Position Responsibilities
Customer Operations & Escalation Management
- Oversee day-to-day customer operations across live chat, email, and e-commerce platforms.
- Act as the primary escalation point for complex, high-impact, or sensitive customer cases.
- Ensure consistent service quality, tone, and policy adherence across the Customer Operation team.
- Support and coach executives in handling difficult customers and edge-case scenarios.
- Monitor customer satisfaction and ensure timely resolution aligned with SLAs and KPIs.
Team Supervision & Performance Management
- Manage, guide, and support Customer Operation Executives on daily operational tasks.
- Assist in workload distribution, shift planning, and prioritisation during peak periods.
- Track individual and team performance against KPIs (FRT, Resolution Time, CSAT, backlog).
- Conduct regular check-ins, performance feedback, and on-the-job coaching.
- Identify skill gaps and support training and upskilling initiatives.
Order, Returns & E-commerce Operations Oversight
- Oversee order management, returns, refunds, and cancellations across all e-commerce channels.
- Ensure accurate coordination with Warehouse, Logistics, and Finance teams via WMS and internal systems.
- Monitor operational risks such as order discrepancies, delayed fulfilment, and refund bottlenecks.
- Ensure policies and SOPs are followed consistently across the team.
Process Improvement & Project Management Support
- Proactively identify operational gaps, inefficiencies, and recurring customer issues.
- Propose workflow enhancements, automation opportunities, and SOP improvements.
- Support Project Management related initiatives, including system enhancements, rollout projects, and operational change management.
- Assist in documenting processes, workflows, and operational trackers for better visibility and governance.
Reporting, Insights & Stakeholder Collaboration
- Prepare and maintain operational reports related to customer performance, trends, and pain points.
- Analyse customer data to provide actionable insights for Product, Operations, and E-commerce teams.
- Act as a key liaison between Customer Operations and internal stakeholders (Product, Project Management, Logistics, Finance, Tech).
- Support management with ad-hoc analysis, dashboards, and performance reviews.
Knowledge Management & Continuous Improvement
- Maintain and enhance internal knowledge bases, SOPs, FAQs, and training materials.
- Support onboarding and training of new joiners.
- Champion best practices, service standards, and a continuous improvement culture within the team.