Customer Service Lead

One of SM's Retail Affiliate companies is looking for an experienced and customer-centric Customer Service Lead to oversee and elevate our end to end customer service operations across store level and online channels. This role is critical in shaping service strategy, driving service excellence, and ensuring a consistent, compliant, and high quality Customer Experience.

About the Role

This role is critical in shaping service strategy, driving service excellence, and ensuring a consistent, compliant, and high quality Customer Experience.

Responsibilities

• Lead the overall customer service strategy and governance, including service standards, SLAs, escalation frameworks and policies.
• Manage customer concerns and complaints, ensuring effective resolution and service recovery.
• Design, implement and continuously improve end to end customer service processes.
• Coach, develop, and guide customer service teams across s...