director of customer service

Cornerstone Global Partners (CGP Group)

<div>
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  <strong>
   Director - Customer Care - Sales &amp; Leasing - Residential
  </strong>
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 <p>
  The role will be responsible and accountable for the department that supports all customer care activities within the Residential sales and leasing team with our client. The role will be responsible for managing the contact center, lead management, customer services throughout the customer journey, resale activities as well as escalations. A dedicated VIP concierge service must also be established for HNW investors and residents. A deep understanding of customer care principles, lead management and experience in managing VIP clients is a must.
 </p>
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  <br/>
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  <strong>
   Key Responsibilities
  </strong>
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 <ul>
  <li>
   Develop and execute comprehensive customer care strategies that align with the company's mission and values.
  </li>
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   Lead, mentor, and manage a dynamic customer care team, fostering a culture of service excellence and accountability.
  </li>
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   Establish performance metrics and conduct regular assessments to ensure the highest levels of customer satisfaction.
  </li>
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   Implement systems to gather customer feedback, analyze trends, and propose actionable improvements.
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   Collaborate with other departments to ensure a seamless resident experience across all functions, from sales to maintenance and beyond.
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   Drive initiatives that encourage resident engagement and community building.
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   Utilize technology and digital platforms to streamline customer care operations and enhance service delivery.
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   Prepare reports and presentations on customer care performance for senior management and stakeholders.
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   Remain up-to-date on industry best practices and customer care trends to continuously innovate and improve services.
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  <strong>
   Requirements
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 <ul>
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   Significant experience in managing customer care operations, including omnichannel contact centers in the Middle East or Internationally.
  </li>
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   Experience in managing HNWI is a significant advantage.
  </li>
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   Bachelor&rsquo;s degree in Business Administration, Hospitality Management, or a related field; Master&rsquo;s degree preferred.
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   Minimum of 12-15 years of experience in customer care or customer service leadership, particularly in the residential or real estate industries.
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   Demonstrable experience in managing customer care teams and driving service excellence.
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   Strong analytical skills to interpret customer data and feedback for informed decision-making.
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   Excellent communication and interpersonal skills, with the aptitude to engage and influence a diverse audience.
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   Proven ability to develop and implement effective customer care strategies.
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   Familiarity with CRM systems and digital customer engagement tools.
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   Strong organizational skills with the capability to manage multiple priorities in a fast-paced environment.
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</div>


Director of Customer Care

Qiddiya Investment Company

<div><p><b>Qiddiya is Saudi Arabia&rsquo;s future capital of entertainment, sports, and culture &mdash; a 360 km&sup2; mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we&rsquo;re creating a destination like no other. This is more than a project, it&rsquo;s a national transformation. As construction accelerates, we&rsquo;re hiring ambitious talent to help shape it. If you&rsquo;re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.</b></p><p></p><p><b>
General Summary:</b></p><p>
The Customer Experience and Innovation Director is responsible for ensuring that customer needs and expectations are at the heart of public transport infrastructure projects across their full lifecycle &mdash; from design and construction through to operations.</p><p></p><p><br>
This role is instrumental leading design thinking across transport projects integrating voice of the customer, leading practice in transport and adjacent industries, and service design principles into complex transport initiatives to deliver seamless, accessible, and future-ready mobility solutions.
</p><p></p><p><b>Essential Duties and Responsibilities:</b></p><ul>
<li>Develop and lead a holistic customer experience design strategy aligned with business goals.</li>
<li>Lead the introduction of new technologies, smart mobility solutions, and innovative practices (e.g., MaaS platforms, real-time data, contactless ticketing, AI-enabled analytics, and sustainable design) that enhance service quality and operational efficiency.</li>
<li>Establish measurable CX and innovation metrics such as Customer Satisfaction Index, service reliability, accessibility, and digital adoption. Lead continuous improvement cycles to adapt to evolving customer needs and emerging technologies.</li>
<li>Collaborate with design, engineering, construction, and operations teams to embed customer and innovation outcomes throughout planning, design reviews, build phases, and readiness for service. Ensure customer experience KPIs are tracked and delivered through commissioning and steady-state operations.</li>
<li>Introduce and oversee innovative initiatives to enhance multimodal journeys.</li>
<li>Apply design thinking, service design, and systems mapping to develop new customer touchpoints.</li>
<li>Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.</li>
<li>Oversee customer journey mapping, persona development, and voice-of-customer research programs.</li>
<li>Mentor a small team in driving user-centered design approaches and innovation labs.</li>
</ul><p></p><p><b>Requirements</b></p><p><b>
Qualifications:</b></p><p>
Bachelor&rsquo;s degree.
</p><p>Master&rsquo;s degree in service design, Innovation Management, Transport Planning, or similar preferred</p><p></p><p><b>
Experience:</b></p><p>
12+ years of experience in customer experience strategy and innovation, ideally within the GCC.</p></div><p></p>

Director - Customer Experience Design and Innovation (CDU3) - 20005192

Fulcrum Pvt Ltd

<p>Fulcrum Pvt Ltd is looking for a &quot; <b>Director of Technology, Service Delivery &amp; Customer Experience</b> &quot; for our leading client.</p><p>Timing Night Shift ( 09:00 PM to 06:00 AM )</p><p>In this capacity, the <b>Director of Technical Support, Delivery &amp; Customer Experience</b> is entrusted with creating a scalable delivery model. This model is designed to ensure the successful execution of large-scale implementations, meeting schedule commitments and project budgets, while simultaneously enhancing customer engagements. The incumbent will be instrumental in crafting an ecosystem that encourages collaboration and synergy among various functions. The overarching responsibility is to design, manage, and continuously improve service delivery teams, policies, and processes, thereby ensuring the stability of enterprise technologies. The ideal candidate is expected to bring extensive executive-level experience to the role, demonstrating proficiency in strategic thinking, a robust business acumen, and a comprehensive understanding of current technological trends and various business concepts.</p><p><b>Role Responsibilities :</b></p><p>1. Identify, define, and continuously improve new and existing policies, standards, and framework for ITSM and ITIL governance. Implement and maintain a process governance structure aligned to global standards that meets business needs while balancing compliance with risk and cost.</p><p>2. Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of Incident Management &amp; Solutions Delivery.</p><p>3. Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: Service Management (Service Catalog, Request management, SLAs, Governance, Reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.</p><p>4. Design and build a robust Incident Management practice, ensuring each incident is analyzed and corrective and preventative activities are identified and followed through.</p><p>5. Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework.</p><p>6. Escalation point for issues and client relationship management.</p><p>7. Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc. for internal stakeholders and executives.</p><p>8. Develop and implement customer experience strategies that align with the organization's goals and objectives.</p><p>9. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a seamless customer experience across all touchpoints.</p><p>10. Lead and motivate the customer experience and service delivery teams to achieve high levels of performance and customer satisfaction.</p><p>11. Establish and maintain strong partnerships with key vendors and service providers to ensure the delivery of high-quality services to customers.</p><p>12. Develop and manage budgets for customer experience and service delivery teams.</p><p>13. Ensure compliance with all relevant regulations, policies, and procedures related to customer experience and delivery.</p><p>14. Drive all aspects of project management planning incorporating dependencies, key milestones and deliverables, data gathering, analysis, communication, risk management and mitigation, status tracking and reporting, implementation, monitoring, execution, and delivery of the initiative/project.</p><p>15. Oversee ticket queues and SLA's to ensure appropriately addressing of incidents</p><p>16. Ensures that incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management</p><p><b>Requirements :</b></p><p>- Master&rsquo;s, bachelor&rsquo;s degree in information technology, Computer Science, or related field.</p><p>- Minimum of 10 years of experience in customer experience and service delivery, with at least 5 years in a leadership role.</p><p>-Strong understanding of customer experience and service delivery best practices and emerging trends.</p><p>-Excellent leadership, management, and communication skills.</p><p>-Ability to work collaboratively across functions and influence stakeholders at all levels.</p><p>-Excellent communication verbal and written.</p><p>-Proven track record of delivering results and driving customer satisfaction.</p><p>-Strong analytical and problem-solving skills.</p><p>-Experience with customer-facing technologies, such as CRM and self-service portals.</p><p>-Strong project management skills, with the ability to manage multiple projects simultaneously.</p><p>-Ability to work in a fast-paced, dynamic environment.</p><p>- Experience managing budgets and financial performance.</p><p>- Certifications in ITIL, PMP, MCT</p><p>Job Type: Full-time</p><p>Work Location: In person</p><p>Job Type: Full-time</p><p>Pay: Rs1,000,000.00 - Rs1,700,000.00 per month</p><p>Work Location: In person</p>

Night Shift ( Director of Technology, Service Delivery & Customer Experience )

StackAdapt

<div><div><div>StackAdapt is the leading technology company that empowers marketers to reach, engage, and convert audiences with precision. With 465 billion automated optimizations per second, the AI-powered StackAdapt Marketing Platform seamlessly connects brand and performance marketing to drive measurable results across the entire customer journey. The most forward-thinking marketers choose StackAdapt to orchestrate high-impact campaigns across programmatic advertising and marketing channels.</div><div></div><div><br>
As the Director of Client Services (DCS), you&rsquo;ll play a strategic role within StackAdapt&rsquo;s Global Client Services team. Responsible for a regional territory, you will guide a high-performing team of Account Managers who are directly responsible for campaign management, performance optimization, and strategic recommendations. You&rsquo;ll drive long-term client retention and growth by ensuring your team consistently delivers measurable performance. In this role, you&rsquo;ll also represent your territory&rsquo;s voice across the organization, lead high-impact initiatives, and contribute directly to both client success and internal innovation. As Director, Client Services, you will play a pivotal role in developing and growing relationships with senior client stakeholders, and provide a voice of the customer to the business.</div><div></div><div><br>
StackAdapt is a remote first company though we are prioritizing candidates located in the United States for this role.</div></div>
<div><div><h3 class="jobSectionHeader"><b>What you'll be doing:
</b></h3><ul><li><ul><li>Participate in account planning and execution for the territory&rsquo;s key accounts, ensuring strong alignment between your team and Sales counterparts, with a shared focus on delivering long-term client success.</li><li>
Oversee major client initiatives and build strong relationships with key customers, acting as a senior point of contact and strategic consultant.</li><li>
Define and set the standard for client management excellence in your territory, developing strategies that align with business objectives and foster lasting client relationships.</li><li>
Use data and client feedback to inform strategy and technical direction, continuously raising the bar for service delivery and optimization practices.</li><li>
Set standards for industry engagement and knowledge-sharing, ensuring your team stays ahead of trends and maintains technical excellence.</li><li>
Collaborate with internal teams (Product, Sales, Solutions, Marketing, etc.) to ensure client feedback is translated into meaningful platform or service improvements.</li><li>
Represent the needs, priorities, and insights from your territory across departments, influencing cross-functional decision-making, including product development.</li><li>
Champion and lead wide-reaching, cross-functional Global Client Services initiatives&mdash;from ideation to rollout and ongoing measurement&mdash;that drive efficiencies, improve service quality, and elevate client outcomes.</li><li>
Lead a team of Account Managers, ensuring alignment with StackAdapt&rsquo;s objectives and growth goals.</li><li>
Serve as a key decision-maker in blueprint planning and organizational design for your team and territory.</li><li>
Foster the growth and development of Account Managers and Account Leads through coaching, mentorship, and strategic guidance.</li><li>
Lead hiring, onboarding, and performance planning efforts to build a high-performing, client-first team culture.</li><li>
Travel as necessary for client meetings, team development, and key initiatives.</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>What you'll bring to the table:
</b></h3><ul><li><ul><li>Extensive media and programmatic advertising experience</li><li>
Deep understanding of Real-Time Bidding (RTB), DSPs, and data-driven marketing strategy</li><li>
5+ years of experience managing a team</li><li>
Demonstrated success in leading high-performing client-facing teams, including direct people leadership and cross-functional collaboration</li><li>
Experience supporting and growing customers across both brands and agencies</li><li>
Proven ability to lead strategic planning, cross-team initiatives, and operational improvements</li><li>
10+ years of experience in account management, planning, and execution in the programmatic space</li><li>
Strong analytical, communication, and management skills</li><li>
Passion for mentorship, team development, and creating a culture of excellence</li><li>
A proactive, solution-oriented mindset with the ability to think strategically and execute effectively in a fast-paced environment</li><li>
Huge bonus if you've used StackAdapt!</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>StackAdapters enjoy:
</b></h3><ul><li><ul><li>Highly competitive salary + commission structure</li><li>
RRSP/401K matching</li><li>
3 weeks vacation + 3 personal care days + 1 Culture &amp; Belief day + birthdays off</li><li>
Access to a comprehensive mental health care platform</li><li>
Health benefits from day one of employment</li><li>
Work from home reimbursements</li><li>
Optional global WeWork membership for those who want a change from their home office</li><li>
Robust training and onboarding program</li><li>
Coverage and support of personal development initiatives (conferences, courses, etc)</li><li>
Access to StackAdapt programmatic courses and certifications to support continuous learning</li><li>
An awesome parental leave policy</li><li>
A friendly, welcoming, and supportive culture</li><li>
Our social and team events!</li></ul></li></ul></div></div>
<div><div><i>StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you&rsquo;re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.</i></div><div></div><div><b><br>
About StackAdapt</b></div><div></div><div><br>
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:</div><div></div><div><br>
Ad Age Best Places to Work 2024</div><div>
G2 Top Software and Top Marketing and Advertising Product for 2024</div><div>
Campaign&rsquo;s Best Places to Work 2023 for the UK</div><div>
2024 Best Workplaces for Women and in Canada by Great Place to Work&reg;</div><div>
#1 DSP on G2 and leader in a number of categories including Cross-Channel Advertising</div><div></div><div><br>
#LI-Remote</div></div></div>

Director, Client Services

Reflex Media Inc

<div><p><b>Location</b><b>:</b> Our company is headquartered in Las Vegas, NV. <i>This in-office position, open to candidates in Las Vegas, NV.</i></p><h3 class="jobSectionHeader"><b>
About the Role</b></h3><p>
The Director of Customer Support is both a strategist and a builder, a hands-on leader who can transform our B2C Support function into a scalable, tech-driven operation. This role blends daily operational ownership with strategic leadership, ensuring our team delivers consistently high-quality customer experiences while building the foundation for long-term scalability. You will oversee frontline service, member reports, content moderation, escalations, quality assurance, fraud, and payments. The right candidate will bring both the expertise and the ambition to elevate Support into a modern, technology-enabled operation while leading a team that is accountable, adaptable, and customer-focused. This is not a call center environment &mdash; we are looking for someone who thrives in tech-driven, consumer-facing industries such as online platforms, e-commerce, gaming, or fintech.</p><p><b>
What You&rsquo;ll Do</b></p><p><b>
Team leadership and accountability</b></p><ul><li>
Lead a diverse team across frontline service, member reports, moderation, escalations, quality, fraud, and payments.</li><li>
Set clear expectations, hold people to high standards, and build a culture of accountability, adaptability, and continuous improvement.</li><li>
Own staffing plans and schedules that balance coverage, efficiency, and performance.</li></ul><p><b>
Operations and escalations</b></p><ul><li>
Manage and support the teams handling the various support tasks.</li><li>
Stay close to the work: review queues, step into high-impact cases, and remove blockers.</li><li>
Ensure accuracy in triage, tagging, and escalations, and maintain consistently high service standards.</li><li>
Monitor daily execution and address performance gaps quickly with coaching or corrective action.</li></ul><p><b>
Training, quality, and process</b></p><ul><li>
Build a repeatable training program that equips every team member to perform at a high level.</li><li>
Strengthen quality assurance with structured reviews, calibration, and actionable feedback.</li><li>
Drive root-cause fixes that reduce rework and prevent recurring issues.</li><li>
Develop mentorship and coaching practices that help individuals grow and prepare for broader responsibilities.</li></ul><p><b>
Technology, data, and cross-functional impact</b></p><ul><li>
Use support-platform data and AI-driven insights to track performance, streamline workflows, and elevate results.</li><li>
Partner with the data team to ensure company-wide visibility and accountability.</li><li>
Work with AI and automation already in place to increase speed and accuracy, and ensure adoption translates into measurable results.</li><li>
Collaborate with product, AI, and other teams to resolve systemic issues and make Support a strong, proactive voice shaping company priorities.</li></ul><p><b>
Required Skills and Qualifications</b></p><ul><li>
Bachelor&rsquo;s degree required.</li><li>
5+ years of experience in customer support, operations, or a related field.</li><li>
3+ years of leadership experience managing teams and owning performance outcomes.</li><li>
Proven ability to balance hands-on operational work with broader team leadership and accountability.</li><li>
Strong knowledge of support operations, including frontline service, member reports, moderation, escalations, quality assurance, fraud, and payments.</li><li>
Demonstrated success in building training programs, implementing process improvements, and driving measurable results.</li><li>
Proficient in support platforms and reporting tools, with the ability to monitor metrics and use data to drive decisions.</li><li>
Strong familiarity with AI and automation tools that enhance support operations, and proven ability to integrate them into daily workflows.</li><li>
Strong cross-functional collaboration skills, with experience working alongside product, development, or related teams.</li><li>
Excellent communication and interpersonal skills, with the ability to set expectations, deliver feedback, and influence at multiple levels of the organization.</li><li>
Ability to thrive in a fast-paced, high-volume environment while maintaining composure and sound judgment.</li></ul><p><b>
Nice to Haves</b></p><ul><li>
Direct experience with Freshdesk as a support platform.</li><li>
Background in fraud prevention, payment operations, or online platform support.</li><li>
Knowledge of best practices for training, QA, and escalation management.</li><li>
Experience scaling teams or reshaping workflows in lean, high-growth environments.</li><li>
Interest in using technology to make support more efficient and effective.</li></ul><div></div><div><b>
About Us</b><p>
Reflex Media is a next-generation high-tech marketing company led by our Founder &amp; CEO, an MIT alumni. Our business is as much data, software, and artificial intelligence as it is business operations and customer service. We also create at the forefront of psychology, economics, music, literature, art, fashion, cinematography, and the science of marketing. Our company culture can best be described in three words: growth, passion, and excellence. Our Founder, who subscribes to the philosophy &ldquo;what cannot be measured cannot be managed,&rdquo; is committed to creating an environment where the opportunity to grow is unbounded. As a company where you get back as much as you put in, we are best suited for individuals who are looking not for a job but rather an opportunity to grow and significantly add. In short, we are a company where superstars are developed.</p><p><b>
Who We're Looking For</b></p><ul><li>
Brand Advocates: Individuals who deeply understand and align with the Seeking.com brand, embracing our mission and our innovative approach to modern dating and hypergamy.</li><li>
Passionate Professionals: Enthusiastic team members committed to fostering meaningful connections and aiding others in finding relationships that align with their ambitions and desires.</li><li>
Ambitious Learners: Driven candidates who are not only eager to learn and grow but are also ready to continuously expand the boundaries of their capabilities.</li><li>
Innovative High Performers: Professionals who excel beyond conventional boundaries, introducing innovative, outside-the-box solutions and ideas.</li><li>
Proactive Communicators: Exceptional communicators who thrive on feedback and are eager to make substantial contributions to the company.</li><li>
Resilient Problem Solvers: Individuals who show great endurance and flexibility in the face of challenges, coupled with a strong ability to think critically and solve complex problems effectively.</li><li>
Adaptable Innovators: People who can swiftly adjust to new conditions and challenges while continuing to drive forward-thinking solutions and improvements.</li></ul><p><b>
Benefits &amp; Perks</b></p><ul><li>
99% coverage of our medical base plan, dental, and vision insurance.</li><li>
65% coverage of our medical base plan, dental, and vision insurance for qualified dependents.</li><li>
100% coverage of short-term disability, long-term disability, and life insurance for qualified employees.</li><li>
50% 401(k) match up to 6% per month.</li><li>
Flexible paid time off.</li></ul></div><p>
</p><p>ViTCbiOYfO</p></div>

Director of Customer Support

Orange

<div><div><h2 class="jobSectionHeader"><b>Votre r&ocirc;le
</b></h2><p></p><ul><li>Holds accountability for the Quality of solutions provided to Customer</li>
<li>Acts as the customers' primary point of contact and an escalation point</li>
<li>Has awareness of overall and service management profitability of their customers</li>
<li>Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange</li>
<li>Work with the account team to sell Orange products and services</li>
<li>Create and manage Service Improvement Plans triggered by:</li>
<li>Quality Connect Survey (related to any and all functional areas)</li>
<li>Customer Complaint (including those related to customer invoices</li>
<li>Proactive Action (identified proactively by the CSM)</li>
<li>Ensure customers complains are managed and resolved in a timely manner</li>
<li>Prepares periodic customer service reviews</li>
<li>Handles non-commercial customer queries and complex customer service issues</li>
<li>Proactively inform customer and end-users in advance of any anticipated service interruptions</li>
<li>Provides capacity analysis, forecasts and recommendations</li>
<li>Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers</li>
<li>Handles change requests, tracking of change implementation, change reporting and change billing.</li>
<li>Responsible for data integrity of customer information in all systems/tools</li>
<li>Provides customer with up-to-date technical documentation, including the Customer Operations Guide</li>
<li>Ensures all technical documentations are posted and updated</li></ul><br>
<p></p>
</div><div></div><div><h2 class="jobSectionHeader"><b>Votre profil
</b></h2><p></p><ul><li>Degree level or equivalent (Business or Science Degree);</li>
<li>4 to 5 years of experience, preferably in a customer support in the telecommunication industry.</li>
<li>ITIL foundations certification</li>
<li>Customer Service and Project Management Experience</li>
<li>Possess virtual team management experience</li>
<li>Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies</li>
<li>Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions</li>
<li>Able to work independently with initiative and proactivity</li>
<li>Able to work well under pressure and can handle escalations calmly and competently</li>
<li>Fluent in both spoken and written English</li>
<li>Ability to work on NAM hours</li></ul><br>
<p></p>
</div><div></div><div><h2 class="jobSectionHeader"><b>Le plus de l'offre
</b></h2><p></p><p>You have unique experiences, skills and passions. Why not bring them all to Orange?</p><p>
Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.</p><p>
We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.</p><br>
</div><div></div><div><h2 class="jobSectionHeader"><b>Entit&eacute;
</b></h2><p>Global Delivery &amp; Operations<br>
</p><div><div>Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business</div></div></div></div>

Cusomer Service Director

Apparel Group

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 Objective:
 <br/>
 <br/>
 This position is responsible for managing and enhancing customer interactions and service performance within the Distribution Centre. The role ensures timely resolution of inquiries, effective communication between internal teams and customers, and contributes to customer satisfaction and operational efficiency.
 <br/>
 <br/>
 Key Responsibility:
 <br/>
 <br/>
 Customer Relationship Management
 <br/>
 <br/>
 <ul>
  <li>
   Act as a liaison between the Distribution Centre and internal/external customers, addressing inquiries and concerns in a timely and professional manner.
  </li>
  <li>
   Maintain up-to-date customer records, delivery status reports, and order documentation.
  </li>
  <li>
   Support the resolution of complaints and delivery discrepancies with root cause analysis and corrective actions.
   <br/>
   <br/>
  </li>
 </ul>
 Operational Support &amp; Coordination
 <br/>
 <br/>
 <ul>
  <li>
   Coordinate with DC, logistics, and last-mile teams to ensure accurate and on-time dispatch of customer orders.
  </li>
  <li>
   Analyze customer service trends, report recurring issues, and collaborate with cross-functional teams to improve turnaround time.
  </li>
  <li>
   Follow up on open service requests and ensure escalations are handled promptly.
   <br/>
   <br/>
  </li>
 </ul>
 Service Quality &amp; Communication
 <br/>
 <br/>
 <ul>
  <li>
   Respond to customer queries via phone, email, and system portals, ensuring professional and courteous communication.
  </li>
  <li>
   Update customers proactively on order status, stock availability, or delivery timelines.
  </li>
  <li>
   Support the preparation of customer service KPIs and periodic service-level reports.
   <br/>
   <br/>
  </li>
 </ul>
 Continuous Improvement
 <br/>
 <br/>
 <ul>
  <li>
   Recommend process enhancements and digital tools to improve service response and customer satisfaction.
  </li>
  <li>
   Participate in service improvement projects, system upgrades, and training initiatives to build service capability.
  </li>
  <li>
   Maintain in-depth product knowledge and awareness of internal distribution processes to support accurate resolution.
   <br/>
   <br/>
  </li>
 </ul>
 Desired Experience:
 <br/>
 <br/>
 <ul>
  <li>
   1-3 years of experience working in a warehouse or distribution center environment in a similar role or related position is preferred.
  </li>
  <li>
   Strong interpersonal and problem-solving skills, with the ability to multitask in a fast-paced setting.
  </li>
  <li>
   Working knowledge of ERP systems, MS Office, and customer service platforms is preferred.
  </li>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Supply Chain, or a related field.
  </li>
 </ul>
</div>


Executive - Customer Service

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