الوصف الوظيفي

We are seeking a proactive and customer-focused Customer Service Manager to lead the front-of-house operations of our car detailing center. The successful candidate will oversee the customer service team, manage bookings, resolve customer concerns, and ensure seamless communication between customers and the detailing team while delivering an outstanding customer experience and driving customer satisfaction.

Key Responsibilities

• Oversee daily customer service operations and supervise reception/customer service staff.
• Ensure a professional, friendly, and efficient customer experience at all times.
• Manage customer inquiries, complaints, and service recovery promptly and professionally.
• Coordinate vehicle bookings, service scheduling, and customer follow-ups.
• Liaise with the detailing team to provide customers with accurate service updates and completion times.
• Monitor customer satisfaction and implement initiatives to improve service quality.
• Ensure accurate preparation of quotations, invoices, and payment processing.
• Maintain customer records within the CRM or management system.
• Monitor service turnaround times and support operational efficiency.
• Support promotional campaigns, loyalty programs, and upselling of detailing services.
• Ensure compliance with company policies, service standards, and health & safety requirements.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field is preferred.
• 3–5 years of customer service experience, including at least 2 years in a supervisory or managerial role.
• Previous experience in the automotive, car detailing, vehicle service, or retail service industry is preferred.