Customer Service Manager

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary: Negotiable
Specialization:
Sub Specialization: Customer Service/Call center,
Contact: Khoi Hoang Trong
Reference: JO-1808-400333

Objectives:

  • Being responsible for operation of Customer Service Center, including

    Customer Care, Cashier, Treasury & Delivery;
  • Ensuring all services are at following-up customer service standard in order to provide the best service to customer;

    Accountabilities Cashier & Treasury
  • Managing & supervising the cashiers and supermarket turnover
  • Supervising and following-up all process related: Sale, return and exchange goods, invoice and vouchers issue
  • Supervising daily turnover at each counter, and following the process of money transferring to Bank
  • Setting up plan and making actions to reduce expenditure, analysis report all abnormal related to turnover and spending

    Customer Service
  • Setting up action plans, animations to attract customers, increase turnover: Survey and Analyst Currently consumption, customers locate, habit…
  • Coordinating with marketing department for membership card and collected feed back as well as comments from customers to take care them more;
  • Solving complaints of customers, handling challenging situations of customers in the store;
  • Following-up customers' shopping behavior and proposing new strategies.
  • Proposing renovation to improve customer satisfaction &

    Customer service of employees;
  • Managing & supervising pack, whole sale order and set up telesales plan (if any);
  • Creating and developing Store's Call Centre (information centre, solving customer complaints, special care for the most loyal customers, etc.)
  • Managing & ensuring delivery service

    Human Resource Management
  • Setting up the manpower plan, Training, recruiting, preparing reinforcement manpower for all special events;
  • Training & controlling procedures and soft skills for cashiers and other employees of Customer Service Center;
  • Coordinating with HR Department to plan & implementing training programs related to Customer service center;
  • Setting up weekly plan, time table and staff's schedule;
  • Daily checking staff's uniform, working hour, behavior and productivities