Team Management & Training: Oversee daily operations, scheduling, and performance evaluations of the CS team. Establish standardized scripts and SOPs; conduct regular training on product knowledge and communication skills.
Complaint Handling & Escalation: Manage complex and escalated customer complaints (e.g., lost packages, damage, delivery delays). Coordinate with warehouse, logistics, and finance departments to ensure rapid resolution, minimizing dispute rates and compensation costs.
SLA Monitoring: Track key metrics including Response Time, Resolution Rate, and Customer Satisfaction (CSAT/NPS) to ensure compliance with platform or company standards.
Process Optimization: Analyze complaint data to identify pain points (e.g., packaging defects, system errors) and drive improvements in warehouse workflows or system functions to reduce co...