This role reimagines the traditional Service Desk by integrating essential IT support with modern AI and automation. As the primary point of contact for employees, you will manage incoming requests through a Self-Service Portal and Slack, ensuring high Customer Satisfaction scores. You will also play a key role in refining AI systems to reduce manual workload and eliminate repetitive issues through automated bots. Your responsibilities extend beyond ticket resolution to include full lifecycle management of IT assets, from procurement and deployment to secure disposal. You will drive innovation by eliminating manual processes and managing high-quality self-service bots. Additionally, you will support company events and ensure seamless onboarding and offboarding experiences for all staff members.

This role focuses on leading the Customer Relations department to ensure efficient operations and high customer satisfaction. You will drive a customer-centric culture by coaching the team and optimizing service standards. The position involves managing the exchange and return processes while building strong relationships with customers to support sales growth. You will also coordinate with various store functions to resolve recurring issues and improve the overall shopping experience. You will be responsible for planning workforce schedules to ensure the right number of staff are available to serve customers effectively. The role requires you to assist customers with transport and assembly services while maintaining a high level of service. You will support your team in handling customer inquiries and ensuring they understand their contribution to the store's success. Ultimately, you will inspire your team to deliver exceptional service that encourages customers to return.