Specialist, Senior Customer Operations at ZUS Coffee - Selangor

The Specialist, Senior Customer Operations is responsible for overseeing daily customer operations and ensuring service quality. This role involves managing escalations, coaching team members, and collaborating with internal stakeholders to enhance customer satisfaction.

In this role, you will engage in daily customer operations, managing escalations and ensuring service quality across various platforms. You will support and coach team members, monitor performance metrics, and handle order management processes.

Key Responsibilities:

• Oversee daily customer operations to ensure service quality.
• Manage escalations and complex customer cases effectively.
• Support and coach team members to enhance their performance.
• Monitor performance metrics and implement improvements.
• Handle order management processes efficiently.
• Identify operational gaps and propose actionable improvements.
• Collaborate with internal stakeholders to enhance customer satisfaction.