Description:
As the Customer Service and Operations Executive, you will play a pivotal role in ensuring our customers receive outstanding service and that our operations run smoothly. You will be responsible for overseeing all aspects of customer service, managing customer inquiries and complaints, optimizing operational processes, and collaborating with various internal departments to drive business success.
Responsibilities:Customer Service Management:
- Develop and implement strategies to enhance the overall customer experience.
- Handle customer inquiries, complaints, and feedback promptly and professionally.
- Train and supervise the customer service team to ensure consistent service excellence.
- Monitor customer service metrics and implement improvement initiatives as necessary.
- Identify customer service trends and recommend proactive solutions.
Operations Oversight:
- Collaborate with the operations team to streamline processes and improve operational efficiency.
- Monitor order fulfillment, inventory management, and supply chain activities.
- Develop and maintain strong relationships with vendors and suppliers.
- Analyze operational data and provide insights to drive continuous improvement.
- Identify and implement strategies to optimize resource allocation and cost-effectiveness.
Cross-functional Collaboration:
- Work closely with sales, marketing, and product development teams to align customer service efforts with business objectives.
- Coordinate with the finance department to ensure accurate billing and invoicing processes.
- Provide regular reports and updates to senior management on customer service and operational performance.
Team Leadership and Development:
- Inspire and motivate the customer service and operations teams to achieve individual and collective goals.
- Conduct performance evaluations, provide constructive feedback, and identify training needs.
- Foster a positive and collaborative work environment, promoting teamwork and a customer-centric culture.
- Stay updated with industry trends, best practices, and emerging technologies to drive innovation and excellence.
Qualifications:
- Bachelor's degree in business administration, operations management, or a related field
- Proven experience in customer service and operations management, preferably in a similar industry.
- Strong leadership abilities with the capability to manage and inspire a team.
- Excellent communication and interpersonal skills, with the ability to resolve conflicts and diffuse difficult situations.
- Analytical mindset with a data-driven approach to problem-solving.
- Strong organizational and time management skills with the ability to prioritize and meet deadlines.
- Demonstrated ability to adapt to a fast-paced and dynamic work environment.