Profile

We are seeking a dynamic Customer Service Manager to lead our Customer Service Specialist (CSS) team and enhance the connection between our retail operations and customers.

In this role, you will take charge of building a high‑performing, customer‑first contact centre that supports our retail network. You will lead both local and offshore teams, establish best‑in‑class SOPs, and ensure every customer touchpoint reflects the warmth, care, and efficiency that our brand stands for.

Responsibilities

• Manage and coach a team of customer service representatives (including offshore agents) to deliver consistent service excellence.
• Foster a supportive, collaborative environment where the team feels motivated to meet and exceed KPIs in response time, resolution rate, satisfaction, and sales conversion.
• Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.
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