• Responsible for the Customer Service department, ensuring all customer calls and complaints are answered and addressed in the best possible way

• Identify potential customer needs and opportunities to up sell and cross sell

• Develops outbound calling programs, to include Survey calls, lost customers etc…

• Contact the VIP customers to ensure their satisfaction & complete their data in order to send them the CONCRETE loyalty cards (icons program) . 

• Responsible for monthly reporting on customer feedback highlighting any major issues that need to be addressed or training that need to conducted in the store

• Responsible to make analysis for each season by product category and highlight any product issue

• Follow up and handling all online orders deliveries

• Follow up and solve all customers complaining from all platforms stores, social media, online

• Collecting and analyzing data to learn more about customer behavior

• Responsible of customer satisfaction through solving all complain in the agreed time

Requirements

• Bachelor's degree.

• 8–10 years of experience in Customer Service, with at least 3 years in a managerial role.

• Previous experience in the Fashion Retail industry is highly preferred.

• Fluent in English (spoken and written).

• Strong leadership and team management skills.

• Excellent communication, negotiation, and problem-solving abilities.

• Proven experience in handling customer complaints and improving customer satisfaction.

• Strong analytical skills with the ability to interpret customer feedback and sales data.

• Experience in CRM systems and customer service management tools.

• Good knowledge of customer journey, customer experience, and loyalty programs.

• Experience in managing omni-channel customer service (Retail Stores, E-commerce, Social Media, and Call Center).

• Ability to prepare reports, analyze trends, and recommend improvement plans.

• Ability to work under pressure and manage multiple priorities in a fast-paced retail environment.

• Customer-focused mindset with strong attention to detail and continuous improvement.