Customer Service Manager

Job Scope:

1. Create and implement innovative customer experience strategies that align with the company's values and elevate retail standards.
2. Lead and motivate the Customer Experience Call Centre, cultivating a culture of excellence and accountability.
3. Develop SOPs and implement continuous improvements for processes.
4. Improve quality scorecard and response rate from retail sales and aftersales customers.
5. Map and continuously refine the customer journey, ensuring exceptional service delivery at every stage.
6. Oversee the resolution of customer complaints and quality-related issues, implementing effective measures to enhance satisfaction and loyalty.
7. Utilise customer feedback and market data to identify trends, assess performance, and develop actionable strategies for improvement.
8. Provide ongoing training and professional development opportunities for staff to ensure high standards of service are upheld.
9. Work closely with Sales, Aftersales, and Marketing teams to align objectives and ensure a cohesive brand experience across all customer touchpoints.
10. Set and uphold retail standards to ensure brand quality and sophistication in all customer interactions and showroom experiences.

Requirements:

1. Bachelor's degree in Business, Communications, Hospitality or a related field.
2. Minimum 5 years of experience in Customer Experience or Service Management.

Please submit your updated resume in MS Word format by clicking the QUICK APPLY button.

We regret to inform that only shortlisted candidates will be notified.