Specialist, Senior Customer Operations – ZUS COFFEE
Role Summary
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.
Job Description
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.
Job Requirements
3-5 years of experience in customer service or operations.
Proven experience in managing or mentoring teams.
Strong background in handling escalations and complex cases.
Hands-on experience with order management processes.
Familiarity with WMS and logistics coordination.
Ability to meet and improve customer service KPIs.
Strong leadership and communication skills.
Quick Info
Company
ZUS COFFEE
Location
Selangor
Salary
—
Skills Required
8 skills
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Required Skills
Customer Service
Team Management
Escalation Handling
Order Management
Logistics Coordination
Performance Monitoring
Leadership
Communication
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