Job Description

Operations & Department Support

• Assist the Operations and Customer Service Manager with daily coordination, planning, and administrative matters
• Implement and review customer service policies, procedures, and SOPs to maintain consistent service standards
• Monitor operational performance and identify gaps or improvement opportunities
• Prepare reports, presentations, and operational documentation for management

Team & People Management

• Lead, coach, and supervise Customer Service Specialist to ensure effective onboarding and ongoing development
• Conduct regular team check-ins, performance reviews, and coaching sessions
• Support manpower planning, scheduling, and deployment in collaboration with department leadership
• Foster a positive, accountable, and service-oriented team culture

Training & Service Excellence

• Oversee planning and execution of customer service and POS system training programs
• Ensure training materials are relevant and aligned with operational updates
• Observe frontline service delivery and provide on-the-ground coaching or corrective guidance
• Support initiatives to improve customer satisfaction, service recovery, and overall service quality

Job Requirements

Experience & Background

• 3–5 years of customer service experience, with hands-on frontline exposure
• Proven supervisory or people management experience
• Prior exposure to POS systems (is a plus) in a customer service or operations environment

Skills & Competencies

• Strong people management, coaching, and leadership skills
• Solid understanding of customer service operations and training frameworks
• Ability to balance operational, administrative, and people management responsibilities
• Excellent communication and stakeholder management skills
• Organized, detail-oriented, and able to manage multiple priorities

Skills