Head of Customer Service (HOD)

The Head of Customer Service leads the customer experience strategy across all laundry service touchpoints—retail, delivery, and digital. This role ensures timely resolution of customer issues, drives satisfaction and loyalty, and continuously improves service quality. The ideal candidate combines operational know-how with empathy and leadership.

1. Customer Experience Strategy

• Design and implement a customer service framework tailored to laundry operations (pickup, delivery, garment care).

• Monitor customer satisfaction metrics (monday.com) and drive improvement initiatives.

• Ensure consistent service quality across all channels—phone, snonu, email, whatsapp and phone call.

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

Job Type: Full-time

Pay: QAR3,500.00 per month