Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer is responsible for leading and mentoring the team to deliver exceptional customer experiences. This role involves designing service procedures, handling customer complaints, and maintaining high standards of service quality. The candidate will also play a key role in staff training and fostering a positive environment for both visitors and staff.
Responsibilities
- Manage and mentor customer service team
- Design and implement service procedures
- Resolve customer complaints effectively
- Maintain customer records and appointments
Required Skills
- Prior customer service experience
- Strong communication skills
- Customer service oriented
- Digital literacy
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.