· API Integration Development for Soho Inventory/Soho Books and External Systems

o 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.