Customer Support Team Lead

• Dec 2021 - Present

● Managing the customer support departments day to day functions. ● Overseeing and evaluating the team's ongoing training efforts. ● Ensure that all customer orders and records are updated and correct on the relevant platforms in a timely manner. ● Deliver high levels of customer service. ● Communicate with warehouse and logistics provider on all shipping and stock. ● Process ecommerce returns. ● Liaise with internal and external departments and partners to ensure a seamless customer experience. ● Maximize sales opportunities and assist customers placing phone orders. ● Handle complaints in an effective way and refer to a manager where necessary. ● Record all customer feedback and contacts. ● Seek advice the stylist to offer styling and sizing advice to customers, cross selling and store referrals. ●Assist with customer retention projects and build a rapport with existing customer. ● Maintain customer feedback reports. Show less

Senior Ecommerce Operations and customer service coordinator

• Dec 2019 - Feb 2021

● Online customer support including phone, email and social media.● Liaising with logistics and courier service providers and follow up for deliveries for clients.● Ensuring the highest level of customer service provided to all clients throughout the sales process.● Implement activities under minimal supervision● Escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner● Handle all website cases and provide full information about offers, product information, accounts, stores, complaints with excellent product knowledge● Manage website orders incomplete address, wrong contact number, failed credit card payment and double orders by contact customers by email or by call● Follow the end-to-end order process till it's handled to the delivery supplier● Follow shipments with the delivery company to minimize the returned shipments by pushing the delivery process● Work closely with warehousing and website team to improve sales and customer service● Ensure the legal and optimized use of customer data during and after interactions, treating personal information with integrity and respect● Maximize opportunities to collect data via interactions, whether enrichment or new data● Participate in relevant projects and community activities as and when needed● Follow up the out of stock items and request to transfer from the branch ● Doing a monthly order from the supplier to avoid website out of stock Show less

Ecommerce L'Occitane Operations Coordinator

• Dec 2019 - Jan 2021

Ecommerce Operations coordinator L'Occitane,Molton Brown and Penhaligons

• Nov 2014 - Dec 2019

Ecommerce operations coordinator

L'Occitane Festival City

• Nov 2008 - Nov 2014

Al Shaya Group Milano Manar Mall Rak

• Feb 2004 - Jun 2008