Job Description

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:

Lead & Empower the Team

• 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.

Deliver Outstanding Customer Experiences

• Oversee all customer interactions across channels — online chat, social media, Google Reviews, and emails.
• Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.
• Use customer feedback to improve service quality and retail touchpoints.

Build Structure & Scale

• Develop clear, efficient SOPs and workflows to support our retail and digital operations.
• Introduce data-driven improvements that enhance speed, consistency, and service quality.
• Standardize communication frameworks so every customer, regardless of channel, experiences the same reliability and care.

Collaborate Across the Business

• Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.
• Identify recurring customer or retail pain points and propose practical solutions that improve systems and service delivery.

Job Requirements

• Minimum LCCI or equivalent qualification with relevant work experience.
• Familiarity with Xero and financial statement preparation is an advantage.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Detail-oriented, meticulous, and able to work independently in a remote, fast-paced environment.
• Strong communication, analytical, and problem-solving skills.
• Responsible, committed, and a good team player with a positive attitude.
• Prior experience in retail or FMCG industry is an advantage.
• Must be self-equipped with laptop, monitor, and phone for remote work.

Skills