Customer Service Head cum Operations
Charm Arabia
Total years of experience :13 years, 7 Months
• Works directly with the Founder and Co-Founder of Charm
• Responsible for the entire Customer Service aspect of the business
• Form partnerships, meet and liaise directly with Third Party Logistics
and Suppliers
• Manages the onboarding of new and old brands and/ or accounts
from A-Z
• Manages the online product catalog and physical inventory of products
• Work closely with the Marketing team by conceptualizing strategies and
campaigns, both online and offline.
• Manages the company's social media channels (community, content
creation, calendar and scheduling)
• Responsible for all the copywriting needs of the business
• Inducts and trains employees into their respective roles
• Organized the completion of the new customer service helpdesk
and chat service.
• Set KPIs to evaluate the value and service quality of the department.
• Optimized the utilization of existing backend system for CS use.
• Trained newly joined frontline agents for soft and hard CS skills.
• Fine-tuned the workflow and processes of the CS team.
• Fulfilled the usual managerial duties of the CS department such as
return/refund management, complaint handling, and escalations
• Worked with and reported directly to the CEO
• Developed and continuously improved the operational procedures and
policies (T&Cs, FAQs, Returns & Refunds,
• Order Processing and Fulfillment) of the company.
• Met and collaborated with 3PLs to develop acceptable SLAs suited to
the company’s business model
• Built the customer service team from scratch; from hiring to training to
managing.
• Developed and implemented KPIs and process workflows to evaluate
the value and service quality of the business.
• Project management of key accounts via client onboarding, product
encoding and photography services.
• Worked closely with other department heads via joint or one on one
meetings to strategize and improve internal operational processes.
• Assisted the marketing team with ad hoc copywriting requirements
• Managed VIP customers
• Solely liaised with 3PLs and service partners
• Responsible for inducting and training newly joined representatives
• Met and collaborated with 3PLs to develop acceptable SLAs suited to
the company’s business model
• Worked closely with other departments such as warehouse and
procurement to ensure a successful order fulfillment.
• Assumed managerial functions in the absence of the
Customer Service Manager
• Processed and fulfilled orders, forms and requests made via the
online store
• Interacted directly with customers via phone, email, chat support,
social media and face-to-face meetings
• Handled customer queries and complaints and resolved it accordingly
and within the SLA (Warranty, Returns, Refunds).
•Participated in formulating workflows and strategies for service process
and quality improvement
• Utilized set customer service KPI’s to meet the company’s business goals
• Ensured customer satisfaction is met without compromising the
company’s set policies.
Performed administrative and office support activities for the entire
business.
Provided Level 1 offshore technical support for New Zealand
and Australia’s Internet Service Providers (Telecom NZ and AAPT/iiNet).
Promoted to the back-office cancellations and saves team after
3 months of employment.
Undergraduate of AB Journalism
