• Supervise and monitor daily customer service activities (calls, WhatsApp, email)

• Ensure timely, professional, and personalized responses

• Handle escalated complaints and sensitive client matters

• Coordinate between customer service, operations, and delivery teams

• Oversee billing, proforma invoices, and discount approvals

• Maintain accurate records of client communication

• Train and mentor customer service team members

• Ensure strict confidentiality of client and brand information

Mandatory Skills

• Fluent in English and Arabic

• Strong leadership and team management abilities

• Excellent professional and diplomatic communication skills

• Experience managing WhatsApp and telephone-based service channels

• Strong complaint-resolution and problem-solving skills

• Knowledge of billing and invoicing procedures

• Basic understanding of garment care processes preferred

Personal Qualities

• Mature, responsible, and well-presented

• Calm under pressure

• Highly organized and detail-oriented

• Strong decision-making ability

• Customer-focused with a service excellence mindset