• Assist customers about product inquiries/concerns. • Make sure that customers are delighted and satisfied with their customer service interaction. • Turn customers around in case they are dissatisfied with shipping/product delays.

• You will assist customers about product inquiries/concerns. • You will make sure that customers are delighted and satisfied with their customer service interaction. • You will make sure that you turn customers around in case they are dissatisfied with shipping/product delays.

• Point of contact for customers for all day-to-day inquiries • Coordination of special customer requests and requirements • Support for sales and planning/dispatch teams in resolving customer inquiries • Incident management and customer-focused resolution of service disruptions • Assist in the development, optimization, and automation of processes, contributing your own ideas and experience

• Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture. • Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures. • Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change. • Being able to interpret data that translates into action to improve the team. • Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability. • Involved in determining customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications. • Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes. • Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques. • Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations. • Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.