Customer Service Manager

Key Responsibilities

• Lead and manage the counter service team, fostering a culture of excellence and accountability.
• Managed the counter service team’s rostering and leave requests
• Coordinate and manage pick up and delivery requests from customers with drivers using our driver management system
• Review attention to office and leather items from Counter staffs to ensure customer’s requests are followed through
• Ensure the highest standard of customer satisfaction, addressing customer inquiries, complaints, and feedback in a timely and professional manner.
• Develop and implement customer service protocols and processes to enhance the efficiency and effectiveness of the team.
• Collaborate closely with the operations teams to ensure a consistent and superior customer experience across all touchpoints.
• Handle escalated customer issues with a calm and solution-focused approach, resolving conflicts and finding win-win outcomes.
• Stay ahead of industry trends and bring innovative ideas to improve customer engagement and loyalty.
• Conduct training and development programs to upskill staff and improve their performance.

Qualifications and Skills

• Proven experience in a customer service management role, preferably in a retail, hospitality, or service industry setting.
• Strong leadership skills with the ability to motivate, coach, and develop a high-performing team.
• Excellent communication and interpersonal skills, with a knack for problem-solving and conflict resolution.
• Familiarity with CRM systems and customer service software, with a data-driven approach to monitoring and improving performance.
• A customer-first mindset with a passion for creating positive experiences.
• Ability to work in a fast-paced environment and adapt to changing customer needs.
• Knowledge of the dry-cleaning or laundry industry is a plus, but not required.

Why Join Us?

• Opportunity to lead and grow a customer service team at a company committed to innovation and sustainability.
• Be part of a fast-growing business that values customer relationships and exceptional service.
• Competitive salary and benefits package, with opportunities for growth and professional development.
• Supportive and inclusive work environment where your ideas and contributions are valued.