Section Manager – Customer Service

Job Purpose:

The Section Manager – Customer Service is responsible for managing the customer service operations in the retail store. This includes supervising service staff, ensuring customer satisfaction, resolving complaints, and implementing service standards that enhance the overall shopping experience while supporting sales and operational goals.

Key Responsibilities:

• Oversee daily customer service activities, including cashiering, returns, exchanges, and inquiries.
• Ensure service counters and help desks are adequately staffed and operating efficiently.
• Monitor compliance with company service standards and policies.

• Handle escalated customer concerns and complaints professionally and promptly.
• Implement initiatives to improve customer satisfaction and loyalty.
• Collect and analyze customer feedback to identify areas for improvement.

• Lead, train, and motivate customer service staff to deliver excellent service.
• Schedule shifts and assign tasks to team members.
• Monitor staff performance and provide coaching or feedback.

• Collaborate with other store sections to ensure seamless customer service.
• Communicate updates, promotions, and policies to staff and customers.
• Support store events and promotional activities by coordinating service requirements.

• Ensure compliance with company policies, cash handling procedures, and security protocols.
• Maintain cleanliness and orderliness of customer service areas.
• Adhere to health and safety regulations.

Qualifications & Skills:

• Bachelor’s degree in Business, Retail Management, or related field (preferred).
• Minimum 3–5 years of experience in retail or customer service management.
• Strong knowledge of customer service principles, cashiering, and complaint resolution.
• Excellent leadership, communication, and interpersonal skills.
• Customer-oriented with strong problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.

Performance Indicators (KPIs):

• Customer satisfaction scores and feedback.
• Resolution time for customer complaints.
• Staff productivity and service quality.
• Compliance with cash handling and company policies.
• Contribution to overall store sales and customer retention.