Assistant Manager, Customer Service and Experience

Key job scopes are:
• Develop and implement customer experience strategies and initiatives.
• Analyze customer feedback, survey to capture and address customer concerns.
• Analyze database of buyer profiles, interests, demographics and other important information.
• Collaborate with cross-functional teams such as marketing, sales and strategy teams to enhance customer satisfaction.
• Collaborate closely with Customer Service Unit team to enhance customer service experiences.
• Design and implement customer service standards and guidelines to ensure consistency.
• Conduct brand audits and surveys to improve customer service or work on loyalty customer program.
• Coordinate with relevant internal departments to acknowledge and resolve customers' inquiries and complaints related to execution of the Contract.
• Handle and resolve customer complaints promptly and professionally.
• Escalate complex issues/ complaints to management when necessary.
• Perform other tasks assigned from time to time by the Management.
- Follow and implement the Environmental Management System (ISO 14001) and the Environment, Health and Safety Management System of the Company.