Key Responsibilities

• 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...