Overview

We are seeking a dedicated and experienced individual to take on a leadership role within our customer service department. This position offers an exciting opportunity to manage a dynamic team and enhance customer satisfaction through effective service delivery.

Key Responsibilities

• Lead and motivate the customer service team to achieve high performance and productivity.
• Develop and implement customer service policies and procedures to ensure a consistent and high-quality service experience.
• Monitor team performance and customer feedback to identify areas for improvement.
• Handle complex customer inquiries and resolve issues effectively and efficiently.
• Train and mentor team members, fostering a culture of continuous learning.
• Collaborate with other departments to enhance service delivery and customer experience.
• Prepare regular reports on service performance and customer satisfaction metrics.

Requirements

• Proven experience in a customer service management role or similar.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyse data and develop actionable insights.
• Proficiency in customer service software and Microsoft Office Suite.

Nice to have

• Experience in the retail or hospitality industry.
• Knowledge of customer relationship management (CRM) systems.
• Fluency in additional languages.