KEY RESPONSIBILITIES

• Lead,motivate and inspire a small team to deliver best-in-class customer service.
• Oversee customer communications across phone and email,acting as the point of escalation.
• Manage customer experience during seasonal peaks,ensuring accuracy,timeliness and presentation.
• Own processes including fulfilment,refunds,loyalty schemes and aftersales service.
• Implement retention strategies such as loyalty calls and lapsing-customer follow-ups.
• Act as the voice of the customer,feeding insights into marketing,operations,and product teams.
• Monitor and report on service performance,driving continuous improvement.