Job Description

ESSENTIAL JOB FUNCTIONS:

Customer Service Operations

  • Supervise daily customer service activities supporting multiple tier-one (e-commerce) clients.

  • Ensure timely and accurate handling of client enquiries relating to orders, returns, inventory status, damages, and delivery exceptions.

  • Monitor workload distribution and task prioritisation within the customer services team to meet SLA requirements.

  • Act as the first point of escalation for complex or sensitive customer issues.

    • Client Relationship & Communication

  • Serve as the primary on-site customer services contact for the tier-one client.

  • Maintain regular communication with client representatives regarding operational performance, issues, and service updates.

  • Escalate service risks, recurring issues, or SLA breaches promptly with clear root-cause analysis.

  • Coordinate communication between the client, warehouse operations...

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