Customer Experience Manager

We are looking for a Customer Experience Manager to lead our customer service team in eXtra stores.

Key Responsibilities:

• Supervise and mentor Customer Service Representatives to ensure high-quality service delivery.
• Resolve customer complaints promptly and ensure customer satisfaction.
• Oversee cash handling, returns, exchanges, and adherence to company SOPs.
• Support e-commerce operations, including online order fulfillment and coordination with the head office.
• Maintain store safety, loss prevention, and compliance with company policies.
• Monitor staff performance, attendance, and adherence to professional standards.
• Train employees on product knowledge, promotions, and customer service excellence.
• Conduct regular audits and ensure smooth daily operational activities.
• Analyze customer feedback and implement improvements to enhance experience.
• Drive team engagement and motivation to meet store targets.

Requirements:

• Experience in customer service supervision, in retail industry.
• Strong communication, leadership, and problem-solving skills.
• Proficient in English and computer/cash handling skills.
• Ability to train and motivate team members.
• Flexible working in shifts, weekends, and public holidays.
• Knowledge of store operations, safety, and e-commerce processes.