• Manage the Customer Care Operation, including cross-functional communication with multiple internal and external stakeholders.
• Own Customer Care operational performance and service levels.
• Motivate, coach, and develop the customer care team.
• Be a key strategic voice in helping grow the company in active markets.
• Support the performance of local outsourced partners, identify areas for improvement, and put in place plans to achieve identified opportunities.
• Manage operational escalations from the customer operations team to appropriate internal stakeholders, and ensure all issues are fixed as quickly as possible.
• Lead the design and execution strategy for new out-of-market operational support centers
• Surface pain points and broken processes. 
• Diagnose areas of optimization and demonstrate hypothesis-driven problem-solving abilities.
• Develop strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth.
• Drive transformational changes in the processes to build on consumer love for the Buymie brand.
• Lead by example with experience empowering a team to execute under pressure and tight deadlines.

Skills: Customer Care Operations Management, Cross-Functional Communication, Team Leadership and Development, Strategic Planning and Growth, Outsourced Partner Performance Improvement, Escalation Management, Process Optimization and Problem-Solving, Customer Service Experience Enhancement

• Assist the operations team in processing customer orders
• Place and track inventory and supply orders 
• Cooperate with different departments to improve customer operations processes
• Liaise with third-party vendors and fulfillment centers to ensure customer satisfaction
• Process and report on all RMAs and ASNs
• Develop and implement measures to enable data-driven discussion.
• Work cross-functionally on fines and penalties reductions and mitigation.
• Identify and execute cost savings opportunities.
• Communicate and execute program and policy changes to customer(s).
• Support the Order Management team in order processing transactions on specific customers.
• Manage, track and report customer complaints.
• Manage logistics and order management-related information within customer’s portals.

Skills: Order Processing Support, Inventory and Supply Management, Cross-Departmental Collaboration, Vendor and Fulfillment Coordination, Returns and Shipping Management, Data-Driven Decision-Making, Cost Savings Identification and Execution, Customer Complaint and Logistics Management

• Oversee & manage National Key accounts allocated
• Ensuring orders/requests are processed to ensure accuracy and timely delivery of services supporting customers for prompt payment
• Ensuring the ERP system database is up-to-date and matches with customer PO schedules
• Monitor each customer & debtor WIP to ensure continuous processing is maintained.
• Identify & implement process improvements to eliminate inefficiencies and improve effective reporting strategies within the departments
• Oversee & ensure all price increments are actioned as per signed contractual agreements
• Develop & upskill the team to increase productivity/service to deliver superior efficiencies
• Analyze prepare and deliver a high level of reporting Internal Technical Sales Team
• Manages customer comments and engagements across social media channels including TikTok, Instagram, Facebook, Twitter, and in open and closed social communities.
• Engages empathetically with customers having both positive and negative experiences, and provides accurate and timely information to customers.
• Respond to customer queries in owned and external social media groups, including pet sitters and pet parents
• Collaborates on social media activations in which customer feedback is expected and encouraged.
• Refines and coordinates reporting for select social media work streams.

Skills: Key Account Management, Order and Payment Processing, ERP System Management, Workflow Monitoring, Process Improvement Implementation, Contractual Pricing Management, Team Development and Upskilling, Social Media Customer Engagement and Reporting

• The first line of communication in the office for customer service for clients and business accounts.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks
• Assess clothes that come into the office to determine whether they were damaged as a result of a process or a defect in the material. 
• Assess items for alterations/repair. 
• Finding unique solutions to issues with garments to maintain relationships with customers and find a happy ending.
• Speak directly with the manufacturer to return items or obtain an exchange/refund on the customer’s behalf.
• Take responsibility for New & Existing Customer Experience Calls
• Follow up with an informative email to help customers. Includes welcome/instructional email correspondence.
• Respond to Yelp and Google Reviews/Messages
• Work with customers to complete the Claim Process on Missing/Damaged Items
• Assist store staff and management by searching for or facilitating the search of missing garments.
• Send claim form electronically, monitor Correspondence, facilitate a resolution
• Assess customer info to make sure the claim is being processed promptly

Skills: Customer Service Communication, Professional Development and Knowledge, Garment Assessment and Repair, Problem-Solving and Customer Relations, Manufacturer Liaison and Returns Management, Customer Experience Management, Online Review and Claim Response, Claims Process Facilitation and Resolution

• Identifies emerging business problems related to their job function and presents them in a solutions-oriented format.
• Narrates a strategy for clearly-scoped projects and small programs with limited guidance from the manager
• Exercises judgment within defined procedures and practices to proactively - and autonomously - determine appropriate action and resolve problems. 
• Identify and implement new methods and procedures.
• Regularly, and proactively, communicates project status, delays, and roadblocks to the manager. 
• Troubleshoots minor roadblocks and delays autonomously, and proactively seeks coaching to troubleshoot medium-to-major roadblocks and delays.
• Reviews social customer contacts and identifies ways to improve the customer experience, as well as drives/owns escalated customer contacts and resolves them.
• Identifies areas of efficiency within the team and recommends and implements changes,
• Monitors and responds to social media customer engagement including drafting and posting responses to comments and following social tagging (internal and external) best practices.
• Works cross-functionally to investigate issues, assess risk, and provide swift recommendations for social and community solutions and support
• Works on varied problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
• Recruit, hire, motivate, coach, and develop individual contributors who support the social customer experience at Rover.

Skills: Problem Identification and Solution Development, Project Strategy and Execution, Autonomous Decision-Making, Process Improvement Implementation, Proactive Communication, Customer Escalation Management, Social Media Engagement and Response, Team Recruitment and Development

• Experience managing a Customer Care team/technical support, ideally gained in a B2C technical service environment
• The ability to lead from the front and act as a role model and mentor for the Team Leaders.
• Proven experience in managing multi-channel contact centers, including knowledge management and customer self-service portals
• Experience in best practice CRM and Case/Ticket management
• Highly analytical, using data to drive insights and decisions
• Escalated complaint-handling experience
• Highly analytical with strong reporting and numeracy skills in analyzing both employee and customer performance and behaviors.
• Drive for quality and attention to detail
• Good problem-solving skills
• Effective at external and internal stakeholder management

Qualifications: BA in Business Administration with 5 years of Experience

• Work experience in a similar (managerial) position
• Experience leading, coaching and mentoring customer service employees.
• Experience working with a business ERP software system
• Basic knowledge of technical industrial automation products and services
• Have an overview, and know how to prioritize and be decisive
• Be pragmatic and easily make connections between departments, projects and activities
• A strong leader and project manager with a vision of IT and Business Processes
• Feel at home in a young and dynamic organization with ambitious growth targets
• Calm, measured, and articulate
• Excellent leadership and coaching skills

Qualifications: BA in Industrial Engineering with 4 years of Experience

• Must possess strong analytical, project management and prioritization skills
• Proven ability to analyze data and apply that analysis to the broader business context
• Previous experience in Project Management or Account Management in a technology company
• Clear communicator with excellent written, verbal, and listening skills
• Proven ability to work multi-functionally to understand business requirements and translate them to effective use of applications
• Excellent critical thinking and systematic thinking skills 
• The ability to break down ambiguous problems into concrete, manageable components and effectively communicate solutions
• Proven ability to think outside the box and execute creative problem-solving approaches to project logistics and solutions
• Previous experience with Zendesk and Gainsight or similar software
• Experience with BI tools such as Tableau, Informatica, Platform or Microstrategy

Qualifications: BA in Operations Management with 7 years of Experience

• Experience working in customer-facing roles
• People management working experience
• Proven ability to make data-driven decisions
• Superior interpersonal skills as well as verbal and written communication skills
• Exceptional organizational and time management skills
• A positive, confident, upbeat and motivated personality
• Ability to multi-task and remain calm under pressure
• Experience working with CRM systems
• Strong interest in technology
• Ability to analyze sales data and determine a plan to improve account relationships

Qualifications: BA in Logistics and Transportation with 3 years of Experience

• Prior customer support experience in a regulated entity environment
• A proven operational knowledge of the e-money and card issuing business, its challenges and growth opportunities
• Ability to identify, track and manage risk and performance standards
• Strong leadership and organizational skills 
• Excellent communication (written and verbal)
• Strong time management, planning, people, and team-building skills
• Experience in developing and executing plans, meeting deadlines and operating under tight time constraints
• Ability to apply advanced principles, theories, and concepts, and contribute to the development of innovative principles and ideas
• Conflict resolution to understand various obstacles and applying negotiation skills to find optimal solutions
• Experience working with Hadoop

Qualifications: BA in Information Systems with 4 years of Experience