DGM - Customer Service Head - Retail/Hospitality

Customer Service Head ensures that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organisation they work for.

They may work at various levels, from head office to the front end of the business and in most cases will be:

- Helping to develop a customer service policy for an entire organisation;

- Managing a team of customer services staff;

- Handling face-to-face inquiries from customers.

Job Duties:

- Providing help and advice to customers using the organisation's products or services.

- Communicating courteously with customers by telephone, email, letter and face to face.

- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.

- Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.

- Issuing refunds or compensation to customers.

- Keeping accurate records of discussions or correspondence with customers.

- Analyzing statistics or other data to determine the level of customer service the organisation is providing.

- Producing written information for customers, often involving use of computer packages/software.

- Writing reports analyzing the customer service that the organisation provides.

- Developing feedback or complaints procedures for customers to use.

- Developing and checking the customer service procedures, processes, policies and standards for the organisation or department.

- Meeting with other managers to discuss possible improvements to customer service.

- Being involved in staff recruitment and appraisals.

- Training staff to deliver a high standard of customer service.

- Leading or supervising a team of customer service staff.

- Learning about the organisation's products or services and keeping up to date with the changes.

- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Experience:

- 10-12 years of work experience in either retail or hospitality industry.

- Should be a Graduate or holding an MBA Degree or a Post graduate course from IHM.