Handle emails and chat enquiries regarding Customer orders, promos, cancellations, order modifications and billing queries Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience Liaise with internal colleagues and external Customers and cross functional teams in order to resolve problems and ensure an effective resolution To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the excellence