Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer will manage customer queries and complaints to ensure an exceptional guest experience. You will be responsible for mentoring the service team, implementing training structures, and collaborating with management to enhance user experience. The role requires a dedicated professional with extensive experience in team management and customer satisfaction.
Responsibilities
- Manage, mentor, and coach the Customer Service team
- Train and upskill staff for career progression
- Recruit and structure the team for sustainable development
- Collaborate with management on user experience design
- Resolve customer complaints and maintain records
- Implement strategies for customer retention
Required Skills
- 5+ years in customer service
- Team management experience
- Professional grooming and presentation
- Strong communication skills
- Crisis management and composure
- Computer literacy
Job Details
DUTIES & RESPONSIBILITIES:
- Manage, mentor and coach the Customer Service team (all branches) to achieve quality and productivity for optimal customer experience.
- Continuously train and upskill existing and new Customer Service team, management team, stylists, and hair assistants to provide actionable feedback with meaningful career progression.
- Recruit and structure the Customer Service team to ensure proper manpower support and thoughtful people’s management.
- Collaborate with the senior management team to share customer insights and provide suggestions on designing & curating the best user experience.
- Attend and welcome visitors and customers, maintain customer records, and monitor appointments.
- Investigate and solve product and service complaints.
- Follow company procedures and regulations.
- Implement & improve customer retention and drive new customer acquisition.
- Maintain a clean, hygienic, and cozy environment.
- Assist in other areas as needed.
QUALIFICATIONS:
- 5-year proven working experience in customer service.
- Professional looking and well-groomed to fit salon image.
- Good and precise communication skills.
- Customer service oriented and passionate.
- Prior experience in the beauty line is advantageous.
- Ability to stay calm and handle difficult customers.
- Comfortable using computers.
BENEFITS:
- Training for development provided.
- Opportunity for career progression.
- Staff discounts.
- Birthday vouchers.
- Annual leave, marriage, and compassionate leaves.
- Performance-based annual increment.
- Referral incentive.