Operation Executive

Operations – Customer Excellence

Roles & Responsibilities

1. Deliver exceptional customer experiences through personalized care, professionalism, and empathy, even in challenging situations.
2. Act as the communication bridge between customers, retail stores, logistics, and factory operations.
3. Handle customer enquiries through calls, WhatsApp, chat, and other support channels.
4. Manage helpdesk tickets, complaints, and escalations with complete ownership until resolution.
5. Ensure 99.9% on-time pickup and delivery SLA through proactive monitoring and coordination.
6. Coordinate with stores and logistics teams to prevent service delays and ensure timely deliveries.
7. Resolve customer concerns related to reprocessing, garment damage, missing items, billing, and service quality.
8. Proactively communicate order updates, delays, and resolutions to customers.
9. Convert customer enquiries into confirmed orders through effective sales communication.
10. Promote ongoing discounts, offers, and membership benefits to potential customers.
11. Upsell and cross-sell premium services, newly introduced offerings, and additional garment care solutions.
12. Collect customer feedback, encourage Google reviews, and improve customer satisfaction.
13. Identify recurring complaints and coordinate corrective actions with relevant departments.
14. Maintain daily reports on customer complaints, unresolved tickets, SLA performance, and sales conversions.
15. Ensure complete accountability, customer retention, operational excellence, and continuous service improvement.

Core Objective: Deliver seamless customer experiences while ensuring operational efficiency, customer loyalty, and revenue growth.