Marou Chocolate

* Customer Engagement & Support
- Manage order processing across multiple channels, including hotline, email, website, and social media, ensuring thorough followup until order completion.
- Address and resolve customer inquiries through prompt and effective service. regarding pricing, products, delivery, and services across all communication platforms effectively.
- Analyze customer feedback, escalate issues as necessary, and implement resolutions within agreed timeframes to secure customer satisfaction and loyalty.
* Customer Relationship Management
- Develop a deep understanding of customer needs and behaviors to personalize interactions and support.
- Manage and analyze customer data to identify trends and create targeted retention campaigns.
- Oversee customer lifecycle communications, including follow-ups, satisfaction surveys, and educational content.
* Customer Experience Operations
- Design and optimize new processes and workflows to improve the overall customer flow.
- Collaborate with cross-functional teams to implement operational enhancements.
- Monitor and adjust customer success metrics and processes to align with business objectives.

- Graduated from College or University in Business Administration, Marketing or Communications.
- 2+ years of experience in customer success role or related F&B customer-facing environment.
- Excellent in English
- Proficiency with CRM software, data analysis tools, and customer communication platform.
- Proven track record of developing customer relationships and improving customer satisfaction.
- Prior involvement in creating and implementing customer success strategies.
- Strong problem-solving
- Proactive and innovative thinker
- Excellent communication and interpersonal skills.
- Empathetic and Customer-Centric Mindset.