Customer Service Assistant Manager - Retail Outlet

About the role

Manage and control front‑end customer service operations across all retail locations, ensuring alignment with company standards and delivering high‑quality customer experiences.

Key responsibilities

• Monitor and manage storefront service quality, resolving operational delays on‑site.
• Plan workforce schedules, manage leaves and backup shifts to maintain adequate floor coverage.
• Handle complex customer complaints escalated by branch staff and coordinate swift resolutions.
• Conduct monthly branch audits to assess counter readiness, staff grooming and service behavior.
• Evaluate performance, provide coaching and develop SOPs for common walk‑in scenarios.
• Compile weekly performance and KPI reports, including CSAT and QA scores, for the CS Manager.

Required profile

• 2–3 years of experience in retail, counter service or front‑end customer service.
• Prior experience managing multi‑location teams or a branch network is highly preferred.
• Excellent face‑to‑face communication skills and proven ability to handle difficult customers.
• Willingness and ability to travel to various branch locations as scheduled.
• Detail‑oriented with strong observational skills and ability to multitask under pressure.

What we offer

• TOEIC language allowance
• Annual leave and company holidays
• Performance bonuses and health insurance
• Free parking and quarterly parties
• Career growth opportunities