Key Accountabilities

The Customer Service Manager oversees all customer service contacts and disposition of problems and concerns. In addition, they coordinate and oversee factory repairs and field service personnel.

Detail Duties and Responsibilities

1. Receives customer conatcts by telephone, fax and letters and in person. Responds to all customer inquiries and complaints, provides technical assistance to customers, documents complaints on Complaint form and distributes to required staff, determines and implements appropriate disposition.
2. Responsible for guiding and supervising complaint resolution and verifying customer satisfaction.
3. Researches warranty information, determines and authorizes warranty coverage or customer charges for repairs as appropriate, inspects warranty parts replaced, maintains proper repair standards.
4. Provides technical assistance and training to all sales representatives and factory / field service personnel as needed.
5. Performs and oversees initial sale and customer service satisfaction surveys.
6. Reports quality or any other pertinent customer concerns to the Director of Quality and other management to diagnose and resolve as appropriate.
7. Performs or assigns any other duties necessary related to customer service or to achieve customer satisfaction.
8. Listen and respond to customers’ needs and concerns.
9. Provide information about products and services.
10. Take orders, determine charges and oversee billing or payments.
11. Review or make changes to customer accounts.
12. Handle returns or complaints.
13. Record details of customer contacts and actions taken.
14. Research answers or solutions as needed.
15. Refer customers to supervisors, managers or others who can help.

I certify that I have read and understand the responsibilities assigned to this position.

1. Any Graduate and Customer Service diploma.
2. 5 years of luxury tailored clothing, Retail Sales and sales merchandising experience
3. Experience in High End Brand
4. Problem Solving skills
5. Negotiating skills
6. Contributes to team effort by accomplishing related results as needed. Independent confident and self-motivated.

7. I certify that I have read and understand the responsibilities assigned to this position.