HR Policy Development Employee Relations Talent Acquisition Performance Management Compensation and Benefits Administration Training and Development HRIS Management Employment Law Compliance Conflict Resolution Communication and Interpersonal Skills
Key Responsibilities: Handle inbound and outbound sales calls with a strong focus on conversion Respond to customer queries via email and online support tickets Recommend suitable products based on customer needs and usage requirements
Key Responsibilities Customer Support Operations Manage daily customer support operations across phone, email, WhatsApp, live chat, and ticketing systems. Ensure timely and accurate resolution of customer queries, complaints, and escalations. Define and monitor SLAs, CSAT, NPS, TAT, and other CX metrics. Handle critical escalations and ensure root cause analysis and corrective actions. After-Sales & Service Management Oversee after-sales processes including returns, replacements, refunds, warranties, and service requests. Coordinate with authorized service centers, brands, logistics partners, and internal teams. Ensure smooth repair and service workflows with minimal customer friction. Monitor spare parts availability and service turnaround times. Team Management & Training Lead, coach, and develop customer support and after-sales teams. Conduct regular training on products, SOPs, soft skills, and system usage. Set performance targets and conduct periodic reviews. Process & Quality Improvement Design, document, and continuously improve SOPs for support and after-sales operations. Identify recurring issues and drive process automation or system enhancements. Ensure compliance with company policies and brand service standards. Cross-Functional Collaboration Work closely with Sales, Warehouse, Logistics, Finance, IT, and Brand teams. Provide customer insights and feedback to improve products, policies, and overall experience. Reporting & Analytics Prepare regular reports on support performance, escalations, returns, and service trends. Use data to drive decision-making and improve customer satisfaction and operational efficiency. Key Skills & Competencies Strong understanding of e-commerce customer support and after-sales processes Excellent communication and escalation-handling skills Experience with CRM, ticketing systems, and WhatsApp support tools Process-oriented with strong problem-solving ability Ability to manage vendors and service partners Customer-first mindset with operational discipline