Set and monitor key performance indicators (KPIs) such as customer satisfaction levels, complaint resolution times, and team performance to ensure exceptional service delivery.Ensure smooth daily operations by implementing procedures that improve efficiency and enhance the customer experience across all franchise locations.Handle complex or escalated customer complaints promptly, ensuring satisfactory resolutions that foster customer loyalty.Lead, mentor, and motivate the customer service team, providing continuous development opportunities and managing recruitment and performance processes.Collaborate with store manager and other departments to align customer service efforts with business goals and operational needs across all franchise locations.Plan and oversee after-sales services, gather customer feedback directly from stores, and implement improvements to enhance overall service quality.Promote a positive and inclusive team environment, ensuring the customer service team reflects the diverse needs and expectations of our customer base.Provide strategic input to the senior management team on customer service trends, particularly in the retail and franchise sectors, to drive customer satisfaction improvements.Support business initiatives related to sustainability and community engagement, ensuring customer service practices align with the company's values and customer expectations.Requirements: 3-5 years proven experience in customer service management, preferably in the retail or hospitality industry.Strong leadership and communication skills, with the ability to inspire and manage a diverse team.Experience in developing and implementing customer service strategies and policies.Proficiency in recruiting, training, and developing customer service staff.Excellent problem-solving and decision-making abilities, particularly in addressing customer concerns.Ability to foster strong relationships with customers and internal stakeholders. How to Apply: Interested candidates should submit their resume along with a cover letter. We look forward to reviewing your application and potentially welcoming you to our team. Shortlisted candidates will be contacted for an interview.