Customer Service Manager

Job Description:

As the Customer Service Manager, you will be the face of our brand, responsible for ensuring that every customer interaction is positive, seamless, and exceeds expectations. You’ll lead our team of dedicated counter service staff at our 11 outlets islandwide, seek to optimise processes, and implement strategies that enhance the overall customer experience across our in-store, online, and mobile platforms.

Key Responsibilities

Management related responsibilities:

1. Lead and manage the counter service team, fostering a culture of excellence and accountability.
2. Manage the counter service team’s rostering and leave requests.
3. Conduct training and development programs to upskill staff and improve their performance.
4. Develop and implement customer service protocols and processes to enhance the efficiency and effectiveness of the team.
5. Collaborate closely with the operations teams to ensure a consistent and superior customer experience across all touchpoints.
6. Stay ahead of industry trends and bring innovative ideas to improve customer engagement and loyalty.

Customer Service related Responsibilities:

1. Cover all basic customer service responsibilities such as answering enquiries and arranging pick up and delivery schedules.
2. Review attention to office and leather items from collection points and ensure customer requests are followed through.
3. Handle escalated customer issues with a calm and solution-focused approach, resolving conflicts and finding win-win outcomes.
4. Ensure the highest standard of customer satisfaction, addressing customer inquiries, complaints, and feedback in a timely and professional manner.

Qualifications and Skills:

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