Annual Plan Implement the annual customer service plan in coordination with the direct manager to ensure alignment with business objectives. Communication Channels & Service Level Oversee daily operations and performance across all customer service channels (Website, Raya Contact Center, 5D branches), ensuring smooth workflow and resolving any obstacles that may impact agreed service level agreements (SLAs). Monitor all communication channels, receive customer complaints, and collect and analyze relevant data. Problem Solving Provide effective solutions to customer issues and follow up with Sales and Customer Service partners (Raya & 5D) until full resolution is achieved. Cross-functional Coordination Continuously coordinate with Sales, Production, Quality, and Legal departments to resolve issues and achieve the targeted customer satisfaction level. Customer Satisfaction Measurement Participate in periodic customer satisfaction measurement processes, including data collection, analysis, and reporting. Customer Loyalty Programs Develop and implement customer loyalty programs to enhance customer retention and engagement. Database Management Collect, analyze, and maintain all customer service data to build a comprehensive customer database, and share insights with the Sales team to support potential customer targeting. Reporting Prepare and submit periodic reports on customer service activities within defined timelines to the Customer Service Manager.