Main tasks:
-Plan, direct and coordinate the customer service department, develop customer service standards to ensure that customer needs and expectations are met, and manage escalated inquiries personally.
- Establishing customer service policies and standards and supervising their implementation
- Managing the customer service department within the facility
- Directing the customer service team to assist and advise customers, directing the preparation of questionnaires to measure the level of customer satisfaction, implementing these questionnaires, and collecting statistics on customer service.
- Handle escalated customer complaints or inquiries, and issue assistance orders, refunds, compensation, or other corrective actions as needed.
- Analyzing the sources of recurring problems in customer service, identifying potential solutions, and coordinating resources in the facility with the aim of improving customer services
