- Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and concerns.
- Lead, coach, and manage the customer support team to deliver exceptional service across all customer touchpoints (calls, emails, chat, etc.).
- Monitor service quality and team performance through regular audits and reporting metrics.
- Resolve escalated and complex customer issues with professionalism and a customer-first mindset.
- Analyze customer feedback and service trends to identify opportunities for improvement.
- Collaborate with cross-functional teams (sales, logistics, operations) to ensure seamless customer journeys.
- Develop and implement customer service policies, standards, and procedures.
- Provide regular training and performance evaluations to ensure high team efficiency.
Qualifications & Skills:
- Degree in Business Administration, Management, or a related field.
- Proven experience in Customer Service Management or a similar role.
- Strong knowledge of customer satisfaction metrics, quality standards, and service improvement methodologies.
- Excellent communication and interpersonal skills with the ability to lead and motivate a team.
- Strong analytical and problem-solving skills to handle escalations and identify root causes.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in the jewelry retail industry is a strong advantage.
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