Job Description

Key Responsibilities

• Manage customer service operations and maintenance support teams.
• Ensure timely resolution of customer complaints, technical issues, and maintenance requests.
• Coordinate preventive and corrective maintenance activities for retail technology systems and equipment.
• Monitor service quality, response times, and team performance through KPIs and reporting.
• Handle client escalations and maintain strong customer relationships.
• Collaborate with technical, operations, and sales teams to ensure smooth service delivery.
• Develop and improve customer service and maintenance procedures.
• Train and supervise customer support and maintenance staff.

Requirements

• Bachelor’s degree in Business Administration, Engineering, IT, or related field.
• 4+ years of experience in customer service and maintenance management, preferably in retail technologies or related industries.
• Strong leadership, communication, and problem-solving skills.
• Experience managing technical support and maintenance operations.
• Knowledge of CRM and ticketing systems is preferred.
• Ability to work under pressure and manage multiple priorities effectively.