Customer Service Manager

Responsible for the Customer Service department, ensuring all customer calls and complaints are answered and addressed in the best possible wayIdentify potential customer needs and opportunities to up sell and cross sellDevelops outbound calling programs, to include Survey calls, lost customers etc…Contact the VIP customers to ensure their satisfaction & complete their data in order to send them the CONCRETE loyalty cards (icons program) .

Responsible for monthly reporting on customer feedback highlighting any major issues that need to be addressed or training that need to conducted in the storeResponsible to make analysis for each season by product category and highlight any product issueFollow up and handling all online orders deliveriesFollow up and solve all customers complaining from all platforms stores, social media, onlineCollecting and analyzing data to learn more about customer behaviorResponsible of customer satisfaction through solving all complain in the agreed time

Bachelor's degree.8–10 years of experience in Customer Service, with at least 3 years in a managerial role.Previous experience in the Fashion Retail industry is highly preferred.Fluent in English (spoken and written).Strong leadership and team management skills.Excellent communication, negotiation, and problem-solving abilities.Proven experience in handling customer complaints and improving customer satisfaction.Strong analytical skills with the ability to interpret customer feedback and sales data.Experience in CRM systems and customer service management tools.Good knowledge of customer journey, customer experience, and loyalty programs.Experience in managing omni-channel customer service (Retail Stores, E-commerce, Social Media, and Call Center).Ability to prepare reports, analyze trends, and recommend improvement plans.Ability to work under pressure and manage multiple priorities in a fast-paced retail environment.Customer-focused mindset with strong attention to detail and continuous improvement.