Head of Customer Service
1 week ago
1. Customer Experience Strategy
- Design and implement a customer service framework tailored to laundry operations (pickup, delivery, garment care).
2. Team Leadership
- train, and manage customer service representatives and delivery support staff.
- Handling complaints, refunds, damaged items, and service delays.
- Conduct regular performance reviews and coaching sessions.
Operations & Technology
- Oversee CRM and ticketing systems to track customer interactions and resolutions.
- Collaborate with logistics and laundry operations to resolve service bottlenecks.
- Implement automation and AI tools to streamline customer support.
3.Quality Assurance & Feedback
- Analyze customer feedback to identify recurring issues and service gaps.
- Work with laundry technicians to ensure garment handling meets customer expectations.
- Lead root-cause analysis for service failures and implement corrective actions.
4.Financial & Reporting
- Manage departmental budgets and optimize resource allocation.
- Prepare monthly reports.
**Personal Attributes**
- Empathetic and solution-oriented.
- Detail-driven with a passion for service excellence.
- Able to thrive in a fast-paced, customer-facing environment.
- Strong leadership presence and team motivator.
**Required Skills & Qualifications**
- 5+ years in customer service leadership, ideally in laundry, hospitality, or logistics.
- Strong understanding of laundry operations and garment care standards.
- Proficiency in CRM platforms and customer analytics.
- Excellent communication and conflict resolution skills
Pay: QAR3,500.00 per month
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