Job description

Customer care at Panda Retail Company spans call center, WhatsApp, and social media channels, and this Community & Quality Assurance Assistant Manager role exists to keep all three consistent, timely, and high quality. You act as the voice of the customer, connecting feedback, issues, and insights with internal stakeholders to keep satisfaction, loyalty, and brand trust moving in the right direction. Strategies, policies, and service standards for customer care get defined and implemented here, aligned with the company's broader customer experience vision. Workforce planning, performance management, and capability development for customer care teams all fall under your oversight, covering team leaders, agents, and outsourced partners alike. KPIs such as service level, response time, resolution time, CSAT, NPS, and complaint resolution effectiveness get established and monitored continuously, driving improvement actions wherever numbers slip. You serve as the primary bridge between customers and internal teams across operations, digital, marketing, loyalty, IT, and store operations, translating issues into changes that actually stick. Escalations, critical complaints, and reputational risks get handled with root cause analysis and preventive measures close behind. Compliance with regulatory requirements and data privacy standards runs through every recorded call, digital communication, and social media interaction the team touches.