Key Responsibilities

Own the daily operation and continuous development of the customer service function.

Ensure clear, brand‑aligned and high‑quality customer communication across all relevant channels.

Handle and follow up practical customer service topics such as order questions, returns, delivery issues, product inquiries and post‑purchase support.

Analyze customer inquiries to understand why customers contact us, identify recurring issues and suggest improvements across the customer journey.

Own and drive the practical use of AI and digital tools in customer service, including testing, improving and implementing solutions that reduce manual work and improve customer experience.

Improve workflows, internal routines, FAQ content, response templates and knowledge sharing across teams.

Contribute to automation and process optimization in collaboration with e‑commerce, logistics, warehouse/3PL, retail, finance and IT.