Handle emails and chat inquiries regarding Customer orders, promos, cancellations, order modifications, and billing queries
Focus on customer engagement, satisfaction, retention, and reactivation through a high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience
Liaise with internal colleagues and external Customers and cross-functional teams in order to resolve problems and ensure an effective resolution
To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering the excellence
Ensure all Customer interactions adhere to our internal quality standards
Adhere to the company policies, meeting KPIs, and recommend improvements to existing procedures
Maintain and update case notes and records accurately
Continuously learn, supporting the new market, product and service launches
Experience
Related experience roles are a plus, especially in any contact center-related roles E-commerce experience is beneficial
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