Career Tag: Customer Service

[HA DONG] CASHIER AND CUSTOMER SERVICE MANAGER

A. Roles and responsibilities:

  1. Customer Service activities
    – Build and maintain relationship with all at management level of each 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.
    – 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.
    – Compile Customer Complaints letters and make report for the Management.”
  2. Cashiering activities
    – Safeguard and control all forms of money such as: cash, gift vouchers, coupons, stamps in accordance with company policies.
    -Ensure all Point of Sale (POS) tools and equipment are well maintained and in good working condition.
    – Be aware of and effectively communicate the following to Cashier staff in daily briefing session:
    • Current sales promotions
    • Any update in cashiering procedures, store security practices
    – Investigate and correct errors made at the cash registers in a timely manner.
    – Identify cashier’s performance issues (if any); develop plans to enhance overall cashier performance and work towards the plan.
  3. Manpower Management
    -Optimize people productivity by manpower planning and implementation between CS division and Cashier division to achieve target and maximum productivity.
    – Ensure efficient leadership to direct the Line/Department towards Company’s business strategies.
    – Monitor subordinates’ attendance and attire.
    – Be responsible for subordinates’ 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 team work spirit”
    4. Rules and Regulations
    – Follow all working procedures, the company’s policies, rules and regulations.
    – Check, monitor, remind and guide all subordinate to follow the rules and regulations.”
    5. Other duties
    Other tasks or responsibilities as assigned by Store Manager or Senior General Manager – Merchandising

B. Qualification and Job Requirements:

1. University (Degree)
2. 5 years experience, including 2 years experience as Cashier Manager
3. Customer service skills: Customer service minded
4. Leadership: Acting leadership by example
5. Good planning skill, especially regarding to manpower

Preferred skills
1. Fluency in English languages (both written and oral).
2. Computer literacy: Word, Excel, Power Point
3. Strong counting and calculation skills are required
4. Team work skill: Actively promote team work
5. Persuasion: Ability to persuade others in specific situations

6. Reasoning ability: Ability to definite problems. Ability to solve practical problems and deal with difficult situations

To apply, please send your English CV to email: doan.pham@aeon.com.vn

[HANOI OFFICE] Customer Service & Satisfaction Officer (Nhân viên Dịch vụ khách hàng)

Roles and responsibilities:

1. Handle Customer Voice

– Handle Customer Voices via Face book, Website and update in CV Master file
– Follow up Customer Voice (CV) report and update pending cases in Master file. Record,update the status of each case
– Remind Stores to update pending cases if it is over 5 days
– Communicate with related department to update pending cases
– 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 Executive/ Manager about the feedback to customer via Facebook, Website channel if it is over your abilities

2. Report & Handle Report

– Receive the reports (Customer Voice, Refund, Price Error, Delivery, SOP from Stores, report CV from EC (if any)) to consolidate and update in Master file
– Basing on Customer Voice/complaince to check the situation and advice to improve
– Basing on Reports , put in Analyse file
– Send Refund Report to Stores
– Receive CS and Cashier Reports to consolidate and update in file
– Pre-Prepare CS report and support CS Executive

3. Control Activities

Random check Daily check list,the compliance policies/procedure at Stores relating to Customer Service and Cashier

4. Admin

– Prepare Admin report to submit to Admin HQ department
– Make SAP report
– Stationeries…

5. Marketing Research (Service)

– Plan Store Tour
– Survey Competitors
– Give proposal/inititive to improve high level services

6. Support/ Project

– Join/support the CS Projects are assigned by CS Executive/Manager
– Support CS HQ Executive/Manager if needed

Qualification and Job Requirements

  • University bachelor degree in Social Science, Business Administration, or Marketing
  • Proven track record in Customer Service/ other customer facing role with experience in servicing key customers
  • Have good understanding of the needs of customers
  • Fluent in English communication (verbal/written)
  • Knowledge in Microsoft Word, Excel and Power Point
  • Analytical and data input skills
  • Communication and presentation skills
  • Problem analysis and problem resolution skills
  • High energy and proactive working style
  • Have a polite, tactful and friendly attitude

Other information: 

  • Work location: AEON Vietnam – Hanoi Office (27 Cổ Linh, Long Biên, Hà Nội)
  • Working time: 8:30 – 17:30 from Monday – Friday and 1 Saturday per month

Please send your updated English CV to email: anh.duong@aeon.com.vn (Ms. Minh Anh)

Customer Service Officer (E-Commerce)

Key responsibilities:
1. Customer Service
– Answer general consumer inquiries via various communication channels regarding order status, returns, missing package claims, shipping information and coupon adjustments, and ensure follow up until inquiry is closed
– Work cross-functionally with other departments within the organization to effectively respond to incoming customer service inquiries in a timely and thoughtful manner
– Ability to interact with our customers effectively and efficiently through email, via phone calls and over social medial channels
2. Rules and regulations
– Follow approved project development strategy
– Follow company’s policies, rules and regulations.
– Check, monitor, remind and guide subordinates to contribute work follow deadline
3. Other tasks or responsibilities as assigned by E-commerce Manager.

Job Requirements:
1. Qualifications & Experience
– Graduated University
– At least 1 year experience in same position
– Prefer having experience working for retailers, e-commerce platforms.
– Microsoft Office
– Intermediate English
2. Knowledge, Skills & Behaviors
– Strong passion, organizational communication & listening skills
– Good communication skill, have a patience, good to solve problem
– Strong team-work and interpersonal skills
– Attention to details
– Self-disciplined with ability to work under pressure

Sales Officer – Part time

Key responsibilities:
1. Main duties

1.1. Call center
– Answers the phone received all of question, complain… and giving solution with simple case and collected information giving for manager to advise if complicated case.
– Updated promotion scheme.
– Confirm order (Announce customer if product OOS and recommend similar product for customer.)
– Received customer’s complain, solve solution (easy case).

1.2 Order management
– Order stamping .
– To inform deliver for their picking up orders.
– Delivery order issuing.
– Tracking / checking delivery payment claim.

1.3 Product management
– Product movement tracking status.
– Returned product proceeding.
– Control stock from DC, make sure stock always control enough for customer & discontinuous product slow moving.
– Working with MD, sales & marketing team -> planning for order from Suppliers.
– Transfer for system If out of stock from DC, contact directly with Operation team from Store to transfer from system and apply paperwork.

2.Rules and Regulations
– Follow guidance and instruction from Executive Ecommerce department & management
– Follow company’s policies, rules and regulations.
– Contribute work follow deadline.

3.Other duties
Other tasks or responsibilities as assigned by E-commerce Manager.

Job Requirements:
1.Qualifications & Experience:
– College degree.
– 1 year experience in Ecommerce Sales or call center, FMCG is advantage.

2.Knowledge, Skills & Behaviors:
– English communication.
– Computer literate (Microsoft Office).

[Ha Noi] 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
– Knowledge in Microsoft Word, Excel and Power Point with high level
– Fluent in English communication (verbal/written), and Japanese language is prefer
– Analytical and organizational leadership skills
– Self-directed, high energy and proactive working style
– Have good understanding of the needs of customers
– Excellent problem analysis and problem resolution skills

Working Location: AEON Long Bien, 27 Co Linh, Long Bien, Ha Noi

[AEON Long Bien] Customer Service Manager

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.

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

Aeon Lê Chân – Customer Service Division Leader (Trưởng quầy Dịch vụ khách hàng)

Key responsibilities:

1. AEON Card activities
– Monitor money, all kind of voucher, promotional goods, promotion gift to make sure they are used properly and for right purposes.
– Brief all subordinates about promotion schemes to ensure clear understanding and proper execution.
– Oversee the resolution of any arising issues regarding locker, VAT invoices and customer point scheme.
– Daily monitor and ensure all working tools and equipment of the section are adequate and in good conditions.
– Resolve customers’ complaints raised by subordinates.
– Monitor all kinds of AEON card section’s reports.

2. Manpower management
– Plan Monthly Division’s duty roster and manpower schedule.
– Ensure sufficient manpower during business in ad-hoc situations.
– Monitor Group Leader(s), General Staff’s attendance and attire.
– Approve duty roster, shift plan raised by Group Leader(s).
– Be responsible for Group Leader(s) and General Staff’s performance.
– Take part in recruitment & selection activities for Division’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 Group Leader(s), General Staff to follow the rules and regulations.

4. Other duties
– Opening & closing Store.
– Be on duty and act as Line Manager’s roles when Line Manager’s not present at work (i.e. is on leave or on business trip).
– Other tasks or responsibilities as assigned by direct Line Manager and Store Manager.

Job Requirements:

1. Qualifications & Experience

– University degree.
– Minimum 2 years related experience is required.

2. Knowledge, Skills & Behaviors

– Good communication skills.
– Good command of verbal English.
– Have a polite, tactful and friendly attitude.
– Have good understanding of the needs of customers.
– Teamwork skill: Actively promote teamwork.
– Service orientation: customer service minded.
– Leadership: Acting leadership by example.
– Persuasion: Ability to persuade others in specific situations.
– Reasoning ability: Ability to definite problems. Ability to solve practical problems and deal with difficult situations.
– Computer literate: Word, Excel, Powerpoint.
Other requirements:
– Be able to work at shift and on Public Holidays.
– Have ability to relocate to other Stores as per Company’s assignment is a plus.

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