Customer Success Lead

Being a CEM, the roles and responsibilities are :

1. To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.

2. Improve customer service experience, create engaged customers and facilitate organic growth.

3. Take ownership of customer issues and follow problems through to resolution.

4. Meeting with other managers to discuss possible improvements to customer service.

5. Supervise and train the staff members to provide highest standards of customer service.

Requirement :

• Good knowledge of the company, the brand and the store they are applying for.
• Passion for people and processes.
• Systematic organized approach to work.
• Flexibility and problem solving ability.
• Has initiative to identify problems and opportunities to be proactive.
• Ability to handle pressure and react quickly to situations.
• Uses initiative to make timely decisions in challenging conditions and circumstances.
• Self-motivated and ability to motivate others.
• Tenacious and resilient.
• Ability to lead by example, motivate and develop employees.
• Ability to work autonomously and as part of a team.
• Excellent communication skills.