Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer will oversee customer service operations, including managing queries, complaints, and guest experiences across all branches. This role involves mentoring the service team, implementing training programs, and collaborating with management to refine user experience strategies. The position requires a seasoned professional with at least 5 years of experience in team management and customer retention.
Responsibilities
- Manage, mentor and coach the Customer Service team
- Train and upskill service staff, stylists, and hair assistants
- Recruit and structure the customer service team
- Investigate and resolve product and service complaints
- Implement strategies to improve customer retention
Required Skills
- Customer Service Management
- Team Leadership & Coaching
- Customer Retention Strategy
- Conflict Resolution
- Microsoft Office Proficiency
- Communication Skills
Job Details
DUTIES & RESPONSIBILITIES:
- Manage, mentor and coach the Customer Service team (all branches) with the team lead and other team members 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 in the team.
- Recruit and structure the Customer Service team to ensure proper manpower support and thoughtful people’s management for sustainable development of the team.
- Collaborate with the senior management team to share latest customer insights on the ground and provide suggestions on designing & curating the best user experience.
- Attend and welcome visitors and customers by providing good customers service and maintains customer records and monitor their appointment.
- Investigate and solve product and service complaints.
- Follow the company procedures and regulations.
- Implement & improve customers retention and also to bring in more new customers.
- Helps to maintain clean, hygiene and cozy environment.
- Assist in other area, if needed from time to time.
QUALIFICATIONS:
- Must have 5-year proven working experience in customer service.
- Professional looking and well-groomed that best fits our salon image.
- Good and precise communication skills.
- Customer Service oriented and passionate about serving customers.
- Prior experience in the beauty line would be advantageous.
- Ability to stay calm and excellent in handling difficult customers.
- Comfortable using computers.
BENEFITS:
- Training for development is provided.
- Opportunity for career progression.
- Staff Discounts.
- Birthday Vouchers.
- Annual Leave, Marriage and Compassionate leaves.
- Good performance annual increment.
- Referral incentive.