Director of Customer Experience

2 days ago


Islamabad, Islamabad, Pakistan iGate Full time

RDX Sports is a globally recognized e-commerce brand with a strong presence in the international market. We are seeking a seasoned professional to join our global team as an Assistant Director – Customer Support, Compliance & Excellence Department.

This role plays a critical part in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple online platforms.

Key Responsibilities:
  • Oversee and optimize customer support operations across various e-commerce platforms.
  • Develop and implement scalable customer support strategies to enhance user experience and retention.
  • Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines.
  • Monitor and analyze customer feedback to implement support solutions and improve response times.
  • Collaborate with supply chain and product teams to address customer concerns.
Compliance & Excellence Management:
  • Ensure full compliance with e-commerce regulations, platform policies, data protection laws, and consumer rights.
  • Develop a compliance framework to prevent violations and manage risk.
  • Conduct internal audits and reviews to identify compliance gaps.
  • Work with concerned teams to stay updated on regulatory changes affecting e-commerce platforms.
Requirements:
  • Bachelor's or Master's degree in Business, Law, Marketing, or a related field.
  • Proven experience in customer support and compliance management within a global e-commerce business.
  • Strong working knowledge of e-commerce platforms and regulations.
  • In-depth understanding of e-commerce compliance requirements and international regulations.


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