Overview We are seeking a dedicated and experienced individual to take on a leadership role within our customer service department. This position offers an exciting opportunity to manage a dynamic team and enhance customer satisfaction through effective service delivery. Key Responsibilities Lead and motivate the customer service team to achieve high performance and productivity. Develop and implement customer service policies and procedures to ensure a consistent and high-quality service experience. Monitor team performance and customer feedback to identify areas for improvement. Handle complex customer inquiries and resolve issues effectively and efficiently. Train and mentor team members, fostering a culture of continuous learning. Collaborate with other departments to enhance service delivery and customer experience. Prepare regular reports on service performance and customer satisfaction metrics. Requirements Proven experience in a customer service management role or similar. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to analyse data and develop actionable insights. Proficiency in customer service software and Microsoft Office Suite. Nice to have Experience in the retail or hospitality industry. Knowledge of customer relationship management (CRM) systems. Fluency in additional languages.