[AEON Long Bien] Customer Service Manager

AEON VIETNAM - CHI NHÁNH LONG BIÊN (Số 27 đường Cổ Linh, Phường Long Biên, Quận Long Biên, Thành Phố Hà Nội)

Key responsibilities:
1. Customer Service Activities
– Follow Company’s Rules on Customer Service (greeting, smiling, bowing and attitude towards customers).
– Build and maintain relationship with all at management level of different departments to facilitate the efficient escalation and thorough resolution of Customer issues.
– Daily interact with customers, listen to customer voice and directly answer their queries and/or resolve all the complaints.
– Monitor overall Aeon-Card, Service Customer & Shopping on phone (SOP) service.
– Daily monitor, supervise and manage delivery, installation agencies.
– Ensure that all correspondence (faxes, mails, letters) are handled properly & on timely basic and according to set standards in order to maintain quality customer service.
– Consult with feedback to HQ Customer Service Manager on the Customer Service Department staff skills gap.
– Review service level result against the target.
– Compile Customer Complaints letters and make report for the Management.
– Coordinate with Cashier Department in allocating adequate staffing, call for manpower support from other departments to ensure that customer wait time at Cashier counters is minimized.
– Coordinate with Merchandising, Store Operation Departments and Cashier Department to ensure adequate merchandise available for sale and timely, adequate information of promotion schemes

2. Manpower Management
– Optimize people productivity by manpower planning and implementation to achieve target and maximum productivity.
– Ensure efficient leadership to direct theLine/Department towards Company’s business strategies.
– Monitor Division Leader(s), Group Leader(s), General Staff’ attendance and attire.
– Approve duty roster, shift plan raised by subordinates.
– Be responsible for Division Leader(s), Group Leader(s) and General Staff’s performance.
– Take part in recruitment & selection activities for Line/Department’s staffing.
– Motivate, training and develop staff in order to encourage their professional development.
– Identify potential staff for succession planning purposes.
– Build and promote teamwork spirit.

3. Rules & Regulations:
– Follow all working procedures, the company’s policies, rules and regulations.
– Check, monitor, remind and guide Division Leader(s), Group Leader(s), General Staff to follow the rules and regulations.

3. Others:
– Other tasks or responsibilities as assigned by Store Manager, Customer Service manager HQ.
– Other tasks or responsibilities as assigned by HR manager (Trainer for Training course).
– Opening store, Closing store, Balancing safe room.

Job Requirements:
1. Qualifications & Experience
– Bachelor’s Degree in social sciences, Business Administration, Hospitality, or Marketing.
– Minimum 3 years related experience is required.

2. Knowledge, Skills & Behaviors
– Good communication skills.
– Good command of English, both verbal & written.
– Proven leadership, motivation and people skills.
– Have a polite, tactful and friendly attitude.
– Have good understanding of the needs of customers.
– Excellent problem analysis and problem resolution skills.
– Persuasion: Ability to persuade others in specific situations.
– Computer Literate: Excel, Word, Powerpoint.
– Be able to work at shift & on Public holidays.
– Have ability to relocate to other Stores as per Company’s assignment is a plus.