Customer Service Manager

Position

Customer Service Manager

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Full-time

Responsible for ensuring customer satisfaction by providing problem-solving resources, managing staff and mobilizing resources.

• Manage the Customer Service and Customer Support team members.
• Monitor Customer Service and Hospitality teams on the store floor.
• Investigate and follow up in-store customer complaints with the concerned departments.
• Monitor and review cases of customer returns.
• Ensure the cleanliness and safety of the Playroom, Restaurant and Prayer Rooms.
• Manage and supervise the Cashiering Team, ensuring compliance with company policies, cash handling procedures, and customer service standards.
• Analyze customer feedback, complaints, and service trends, and implement corrective actions to enhance the overall customer experience.
• Coordinate with Sales, Operations, Warehouse, and After‑Sales teams to ensure timely resolution of customer issues and seamless service delivery.
• Establish and monitor customer service KPIs, including customer satisfaction, complaint resolution time, service quality, and team productivity.
• Lead coaching, training, and performance development programs for Customer Service, Hospitality, and Cashiering staff to ensure consistent service excellence and operational efficiency.

• 6 – 8 years of experience in Customer Service.
• Diploma or Bachelor’s degree.
• Takes control and exercises leadership. Initiates action, gives direction.
• Supports others and shows respect and positive regard for them in social situations.
• Puts people first, working effectively with individuals and teams, clients and staff.
• Behaves consistently with clear personal values that complement those of the organization.
• Communicates and networks effectively.
• Successfully persuades and influences others.
• Relates to others in a confident and relaxed manner.