• Develop and maintain positive relationships with customers by providing timely, accurate, and professional support across multiple communication channels (phone, email, chat, and social media).

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• Handle customer inquiries, complaints, and service requests efficiently, ensuring quick resolution and high levels of customer satisfaction.

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• Monitor and track customer interactions, issues, and resolutions using CRM systems to ensure proper documentation and follow-up.

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• Collaborate with internal teams such as sales, marketing, logistics, and e-commerce to resolve customer issues and align service efforts with business goals.

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• Identify customer needs and recommend appropriate solutions, products, or services to enhance the overall customer experience.

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• Monitor key customer service KPIs such as response time, resolution time, customer satisfaction scores (CSAT), and retention rates.

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• Escalate complex or unresolved issues to the appropriate teams or supervisors while ensuring clear communication with customers throughout the process.

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• Assist in developing and improving customer service processes, scripts, and workflows to increase efficiency and service quality.

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• Gather customer feedback and insights to help improve products, services, and customer journeys.

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• Stay up to date with company products, services, policies, and customer service best practices to deliver consistent and accurate support.