• Assist Omni-Channel Operations in translating project objectives into corporate and store-level execution actions.• Putting together a customer support team• KPIs and objectives were created and implemented to improve customer service performance.• Manage all of your clients' accounts, including B2B, B2C, and E-commerce.• Services for Workforce Management• Services for Quality Assurance• Service for Learning and Development• All communication channels' service levels and response rates• Manage Complain and Community Management Team• Handling Customer service-related new and forthcoming technologies and products• Create processes to aid Customer Service and E-commerce operations as needed.

• Supervision and execution of client campaigns including social media channel and community management, content creation, digital public relations, promotions, partnerships, blogger and influencer outreach initiatives, online events, reporting and analytics , etc• Coached new team members on service techniques and provided scoring through quality assurance program.• Developed dynamic ownership skills by resolving challenging situations and asking indepth questions of customers.• Ensures business needs are being met by evaluating the ongoing effectiveness of current plans, programs, and initiatives; consulting with business partners, managers, co-workers, or other key stakeholders; soliciting, evaluating, and applying suggestions for improving efficiency and cost effectiveness; and participating in and supporting community outreach events.• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks• Assists management with hiring processes and new team member training including but not limited to processes, procedures, products, computer systems, customer service principles.• Liaise with managers and encourage on the job coaching (e.g. how to handle difficult client cases)• Coordinate mentorship programs for NJ’s.• Assess the impact of each educational course on staff performance and client satisfaction

Brand advocacy:• Engagement: actively engage/converse with existing or new potential consumers.• Re-engagement: actively keep the conversation going with existing or new potential consumers.• Seeding: monitor and select relevant or trending conversations online and seed the brand into the discussion• Reporting & helping develop internal processes:• Develop monthly reports on consumer satisfaction, engagement rates, response time, and escalation issues.• Help the Head of Community Management with collating and consistently testing the quality of the application and its updates.• Compliance of potential partners with respect to their Ratio regarding infringements.• Actively engage/converse with the existing or new potential consumer through Zendesk.• Preparing quality assurance reports to the relevant team members pertaining to the complaints about the live operations.• Managing Content of the partners with respect to the marketing events.• Develop the overall social strategy for category, working closely with global colleagues and local Brand Comms & Digital leads to ensure strategic alignment.• Co-ordination with internal departments to ensure smooth processing, timely delivery and execution of campaigns• Supervision and execution of client campaigns including social media channel and community management, content creation, digital public relations, promotions, partnerships, blogger and influencer outreach initiatives, online events, reporting and analytics , etc• Using data-driven insights to re-engineer digital content, leading to an increase in overall social media engagement of brand

• Use excellent communication skills to professionally and courteously interact with our customers via email, online chat, and other online portals.• Be a responsible, solution driven individual to provide customers with the best possible responses to their queries through live chat, email & telephone discussions.