Reception Manager

Customer Service Manager Retail

Role Overview

We are looking for a Customer Service Manager to own and elevate the customer experience at our retail stores. This role requires strong on-floor presence, direct customer interaction, and the ability to resolve concerns while ensuring every customer has a smooth and positive store experience.

Key Responsibilities

• Be actively present on the store floor and personally interact with customers throughout their store journey.
• Understand customer needs, address queries, and ensure timely and effective resolution of concerns.
• Handle customer complaints, escalations, returns, and exchanges with ownership and empathy.
• Proactively identify customer pain points and work with the store team to resolve them.
• Ensure consistent adherence to customer service standards across the store.
• Coach and guide store teams on customer interaction, service quality, and handling difficult situations.
• Track customer feedback and identify recurring issues and opportunities to improve the store experience.
• Partner with Store Managers and other teams to resolve customer issues and improve overall customer satisfaction.
• Build strong customer relationships and contribute to repeat visits and customer retention.

Requirements

• 2+ years of experience in retail, customer service, hospitality, or a similar customer-facing role.
• Strong communication and interpersonal skills.
• Comfortable engaging with customers personally on the retail floor.
• Strong problem-solving and conflict-resolution abilities.
• Customer-first mindset with a strong sense of ownership.
• Ability to manage multiple customer interactions in a fast-paced retail environment.
• Prior experience handling customer escalations, complaints, returns, or service issues is preferred.