Customer Service & Satisfaction Executive
Key responsibilities:
1. Report:
– Review Customer Voice (CV) Report from Operations Site, check and advise/give proposal effectively
– Consolidate reports : CS, Delivery, and make the preparation of reporting
2. Data Analysis:
– Basing on Customer Voice/complaint to check the situation and advice to improve
– Basing on Reports , put in Master file to analyse and make plan, co-operate with related departments for proposal to improve to make customer satisfaction in shopping
3. Customer Satisfaction:
– Review/Check all the feedback from CS Ops., CS HQ Officer to customer and advise best way/solution
– Follow up CV Master file and give proposal effectively
– Feedback all queries are sent from Stores site and support Ops.site to chaise with related department
– Raise and get the final from CS HQ Manager about the feedback to customer via Facebook, Website channel if it is over your abilities
– Assign CS Officer to support , follow up tasks relating to CS accordingly
4. Marketing Research (Service):
– Plan Store Tour
– Survey Competitors
5. Ad-hoc Jobs/ Project:
– Join, follow up projects that CS HQ Manager assigned
– Follow up and work with relevant departments to complete action plans
– Support CS HQ Manager to join the meetings, training Stores if needed
– Support and do tasks are delegated by CS HQ Manager
Job Requirements
1. Qualifications & Experience
– University bachelor degree in Social Science, Business Administration, or Marketing
– 1-2 years in Customer Service or Sales Experience
2. Knowledge, Skills & Behaviors
– Proven track record in Customer Service /other customer facing role with experience in servicing key customers
– Deep process know-how
– Knowledge in Microsoft Word, Excel and Power Point with high level
– Fluent in English communication (verbal/written), and Japanese language is prefer
– Proven leadership, motivation and people skills
– Analytical and organizational leadership skills
– Strategic thinking and project management skills
– Self-directed, high energy and proactive working style
– Excellent communication and presentation skills
– Have a polite, tactful and friendly attitude
– Have good understanding of the needs of customers
– Excellent problem analysis and problem resolution skills
