Customer Care & Service Manager

Job Description

Job Summary:

The incumbent as CCS Manager is responsible for overseeing and managing the after sales services including products delivery to customers, leading the customer service team, managing customer queries, resolving escalated issues while ensuring high quality service to maintain the highest level of customer satisfaction, and developing strategies to enhance service standards.

Job Responsibilities:

Lead the customer service team and ensure all team members provide outstanding customer experience and adhere to company service standards.

Handle customer complaints and escalated issues professionally and promptly to improve customer satisfaction.

Manage and oversee the coordination of any deliveries to customers after sales.

Monitor and analyze customer complaints and propose effective actions to resolve, reduce future complaints and enhance service level.

Ensure the quality of services offered to customers as per internal standards and identify areas for improvement.

Train staff on product knowledge, return/exchange policies, and customer engagement techniques, and propose any training needs to management.

Collaborate with store leadership and internal teams to support the implementation of customer service initiatives, promotions, events, and any new or existing projects.

Participate in developing customer care service policy and procedures and ensure compliance with the set standards.

Audit and report on customer service levels by identifying improvement opportunities and ensuring adherence to company standards.

Prepare and submit periodic reports to management on customer service performance and KPIs.