Senior Customer Service Coordinator

Handle escalated and complex customer issues via email, chat, phone, and social media.
Provide solutions while ensuring a positive customer experience.
Investigate and resolve customer complaints efficiently.
Ensure compliance with high service standards.
Identify gaps in customer service processes to optimize and suggest improvements.
Assist in implementing automation and self-service solutions.
Monitor key performance metrics (response times, resolution rates, CSAT) to ensure high standards in customer interactions
Collaborate with other teams (product, sourcing, and marketing) to improve service and product quality.
Support and train customer service representatives (agents)
Provide coaching on best practices, handling difficult cases to improve support quality
Assist in onboarding new hires and conducting training sessions.
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2+ years of experience in customer service, preferably in e-commerce or a multi-channel support environment.
Familiar with customer support tools like Freshdesk, Zendesk, Live Chat or similar platforms
Have experience in team management OR virtual training of a small team (7-10 people)
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Understanding of AI chatbots, self-service solutions, and automation in customer support is a plus