Service Manager

Role Summary:
We are seeking a dedicated and experienced Service Manager to oversee and enhance the customer service operations for our retail outlets. The Service Manager will be responsible for ensuring a seamless and positive customer experience, managing service staff, and implementing service strategies to drive customer loyalty and satisfaction within the Gems & Jewellery sector.

Key Responsibilities:
* Lead and manage a team of customer service representatives and support staff.
* Develop and implement customer service policies and procedures.
* Monitor customer feedback and service performance metrics, identifying areas for improvement.
* Resolve complex customer complaints and issues in a timely and professional manner.
* Train and mentor service staff on product knowledge, service standards, and customer interaction techniques.
* Ensure efficient handling of repairs, returns, and exchange processes.
* Collaborate with sales and operations teams to ensure a consistent customer journey.
* Maintain service quality standards and strive for continuous improvement.
* Manage service-related inventory and resources effectively.
* Stay updated on industry trends and best practices in customer service.