Customer Operations Executive

Customer Operations & Live Chat

• Handle customer inquiries via live chat in a professional, friendly, and solution-oriented manner
• Resolve customer issues efficiently and escalate complex cases when necessary
• Identify recurring customer issues, questions, and friction points
• Document customer feedback and insights for operational and business improvements

Reporting & Data Analysis

• Prepare daily, weekly, and monthly reports related to:
• Customer interactions
• Promotion performance
• Sales and operational metrics
• Analyze customer and transactional data to identify trends, opportunities, and risks
• Provide data-driven insights to support decision-making across operations and commercial teams

Promotion & Operational Models

• Create, maintain, and update promotion models (discounts, incentives, campaigns, or operational rules)
• Monitor the effectiveness of promotions and recommend adjustments based on performance data
• Support A/B testing or experiments related to customer offers and operational processes

Process Improvement & Coordination

• Collaborate with Operations, Commercial, and Customer Experience teams to improve workflows
• Translate customer feedback and data findings into actionable process improvements
• Ensure accuracy and consistency of operational data across internal systems and reports