Assistant Manager - Customer Service Delivery
Keells, as a leading retailer is striving to deliver its core purpose to ‘improve the quality of life for the nation’. We know that to deliver on our core purpose, we have to grow and develop Sri Lanka’s best retail team. If you want to come on this journey with us, to deliver retail excellence, then we can really support your ambitions and future growth.
Job Responsibilities
- Lead initiatives to enhance customer satisfaction across all store touchpoints.
- Resolve customer concerns swiftly and empathetically, ensuring positive outcomes.
- Understand customer expectations and translate them into actionable service improvements.
- Analyze customer feedback and service data to identify trends and opportunities.
- Collaborate with cross-functional teams to ensure a seamless customer journey.
- Train and empower frontline teams to deliver consistent, high-quality service.
- Monitor service KPIs and drive continuous improvement in service delivery.
Person Specifications
- A Bachelor’s Degree in Hospitality Management, Business Management or a related discipline.
- Minimum 3 years’ experience in a customer service leadership role, preferably in retail or hospitality.
- Strong decision-making and problem-solving skills with a customer-first mindset.
- Excellent communication and interpersonal skills to engage effectively with customers and teams.
- Proven ability to lead teams, drive service excellence and foster a culture of customer satisfaction.
Interested candidates are encouraged to apply before the DDMMYYYY.
Jaykay Marketing Services (Private) Limi
9 Sept 2025