Key Responsibilities
- Lead and manage the Customer Service team across all locations, ensuring optimal resource allocation to meet or exceed service quality metrics.
- Oversee day-to-day customer service operations, providing guidance, performance feedback, and direct support to ensure compliance and service excellence.
- Handle complex customer escalations and complaints, working closely with internal function heads to deliver effective and timely resolutions.
- Act as the primary liaison between Customer Service and other internal departments to align priorities and share customer-centric insights.
- Provide governance oversight for both outsourced contact centre operations and internal teams, ensuring consistency, compliance, and quality of service.
- Manage the receptionist team’s daily operations to ensure a professional, welcoming, and efficient front-of-house experience.
- Undertake any other tasks or responsibilities as assigned by management.
Qualifications
- Diploma or Degree in Business, Operations, Hospitality, or a related field.
- At least 3 years of experience in a customer service or customer-facing role, with proven team leadership experience.
- Solid understanding of customer service operations and customer experience metrics.
- Good interpersonal and communication skills, with the ability to influence cross-functional teams and manage conflict diplomatically.
- Highly customer-centric, with a genuine passion for delivering exceptional service.
- Excellent verbal and written communication skills.
Report job
