Know and expert in Zoho application

· API Integration Development for Soho Inventory/Soho Books and External Systemso Objective: Develop and implement robust API connections between Soho Inventory and selected external systems, setup and review system architecture plans.o Background: Soho Inventory currently manages our core inventory data but requires integration with external systems such as e-commerce platforms, ERP systems, and logistics software to enhance real-time data flow and operational efficiency.· Tasks will also include the coordination of IT tasks between suppliers and internal stack holders· Supporting internal team members with IT solutions· Supporting and developing Shopify account· Implementing Analytics in several systems· Define and lead customer service strategy, including shift patterns, monitoring the performance of and adjusting compensations metrics to ensure maximum business gain in balance with customer satisfaction· Create, plan for and deliver advanced team support roles to make the team work efficient according to the business standard· Plan for and execute large and complex projects for other teams (marketing, managers, ops), at all levels/surveys/commerce researchs/etc,· Develop a branded service style, implement tone of voice· Plan and upskill the team with new solutions and guidelines· Consistently ensure high customer satisfaction and leading SLAs· Develop and implement Stragedy of work in social media, Legal/Urgent cases, Partner's requests· Communication and consultation by stakeholders for product launches and feature requests from the business side· Implement a hiring process (stages and tasks), interview, hire and train new staff members + plan for, hire and directly lead team leaders and agents· Foster inclusion, collaboration and loyalty among teams through team building and leisure activities locally and via Zoom· Be available for help and solve escalated situations on days off and after hours· Effective scheduling to ensure cover at all times for public holidays and staff vacations· Consistently ensure high customer satisfaction and leading SLAs among international markets· Diagnosing and troubleshooting issues reported by customers· Providing step-by-step solutions or guiding customers through resolving their problems· Assessing the customer's issue to determine if compensation is warranted (e.g., service disruption, defective product, billing error)· Considering the severity of the issue and its impact on the customer experience· Verifying the legitimacy of customer claims to avoid fraudulent requests· Escalating complex issues to higher-level support or technical teams when necessary· Gaining in-depth knowledge of the company’s products or services to provide accurate information· Identifying areas for improvement based on customer insights and sharing them with relevant teams (e.g., product development, marketing)· Identifying potential issues before customers report them (e.g., monitor systems to find potential bugs.