Customer Happiness Associate

I identify and assess B2C customer and B2B partner needs, including consultations, after-sales requests, and operational inquiries. I manage communications through email and chat, resolve complaints, provide suitable solutions, and follow up to ensure successful outcomes.

I maintain CRM records and case data, collaborate with Sales, Finance, Administration, Integrations, and Product teams, and help resolve complex operational issues. I also lead and coordinate a small support team, monitoring KPIs such as response time, resolution time, CSAT, and productivity to improve service quality.

Handled inbound and outbound customer inquiries across phone, social media, live chat, and email. Provided timely support for order management, delivery issues, billing, payments, warranty claims, and after-sales requests.

Investigated customer issues, applied product and process knowledge, and followed established procedures to deliver accurate resolutions. Collaborated with relevant teams to manage complex cases and maintain customer service quality standards.

Created and edited visual content based on customer requirements.

Worked directly with clients to understand requested changes and deliver tailored photo editing and graphic design outputs.