Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer is responsible for managing and mentoring the team to ensure high-quality customer experiences. This role involves designing procedures to improve user satisfaction and resolving customer complaints professionally. Additionally, the position focuses on implementing retention practices and maintaining a positive environment for all customers.
Responsibilities
- Manage and mentor customer service team
- Train and upskill team members
- Resolve customer complaints
- Design and improve customer service procedures
- Maintain customer records and appointments
Required Skills
- Prior customer service experience
- Strong communication skills
- Digital literacy
- Professional presentation
- Ability to work under pressure
Job Details
Responsibilities:
- Manage, mentor and coach the relevant team members to achieve quality and productivity for optimal customer experience
- Train and upskill new and existing team members of the team, and provide actionable feedback
- Work closely with the senior management team to design & curate procedures for the best user experience.
- Attend and welcome visitors and customers by providing satisfactory customers service
- Maintain customer records and monitor their appointment
- To professionally and satisfactorily resolve customer complaints pertaining to products and services
- To Implement & improve customer retention practices
- To encourage a positive and cozy environment for the customers
- Assist in other area, if needed from time to time
Qualifications & Requirements:
- Customer service enthusiast
- Prior experience in the customer service field
- Professional looking and well-groomed to the standards set
- Proficient communication skills
- Customer Service oriented and passionate about serving customers
- Ability to stay calm in any given situation
- Possess some degree of digital literacy
- Prior experience in the beauty line would be a plus