Career Tag: Dịch Vụ Khách Hàng

[AEON XUÂN THỦY] TRƯỞNG BỘ PHẬN THU NGÂN & DỊCH VỤ KHÁCH HÀNG & BÁN HÀNG ĐA KÊNH (CASHIER & CUSTOMER SERVICE & OMNI CHANNEL LINE MANAGER)

I. KEY RESPONSIBILITIES
 
1. Customer Services activities:
– Issue CS management standard of AVN be applied properly by CS staff
– Monitor money, promotional goods, and promotion gifts to make sure they are used properly and for the 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 condition.
– Resolve customers’ complaints and follow up until the case is closed
– Monitor all kinds of CS section reports.
– Identified & timely report to SM about cashier complaint case
 
2. Cashier activities:
– Be aware of current sales promotions and make sure the information is briefed to Cashier staff in daily briefing session by Cashier Group Leaders.
– Frequently check, identify issues and coordinate with Merchandising Dept. and other Store Operation Depts to ensure that merchandise is correctly priced and displayed in adequate quantity and good quality.
– Maintain all Point of Sale (POS) machines, tools and equipment in good working condition.
– Responsible for collecting contents of cash registers at the end of each day and delivering funds to Store Accounting Dept. if working at night shift.
– Investigate and correct errors made at the cash registers in a timely manner; report errors to Cashier Manager.
– Assist subordinates in difficult/complicated cases at Cashier counters.
 
3. Online Sales & management:
– To manage the group to handle online orders in a daily basis to complete all orders in time with effective quality of work
– To ensure all customers’ inquiries from various touch points (hotline, email, fanpage comment & message) are handled on time with an appropriate manner.
– Manage operation flow well for all team, including Picker, Delivery staff, …
– Follow key performance indicators (Sales revenue, number of Orders, % cancellation before & after handover to delivery).
– Follow up and take actions to achieve target sales.
 
4. Manpower Management:
– Plan Monthly Division’s duty roster and manpower schedule.
– Ensure sufficient manpower during business in ad-hoc situations.
– Monitor Group Leader(s) and general Staff (s)’ attendance and attire.
– Approve duty roster, and shift plan raised by Group Leader(s).
– Be responsible for Division Leader(s) and Group Leader(s)’s performance.
– Take part in recruitment & selection activities for the Division’s staffing.
– Motivate, train, and develop staff in order to encourage their professional development.
– Identify potential staff for succession planning purposes.
– Build and promote teamwork spirit
 
5. Rules and 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.
 
6. Expense Control &Other duties:
– Provide solutions to optimize resources and increase productivity
– Provide tools to optimize delivery costs
– Focus and make the guidance for tools and equipment for reasonable using
– Opening & closing Store.
– Monitor all activities in the store to ensure that the store work at normal
– Other tasks or responsibilities as assigned by the direct Store Manager.
 
II. JOB REQUIREMENTS 

1. Qualification and Job Requirements

– University degree. 

– Minimum 05 year of experience, including 2 year experience as a Cashier Manager or 2 years experiences as Cashier leader in Supermarket/Shopping center.

– Minimum 2 years related experience is customer service.

2. Preferred skills:

– Good communication and problem solving 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 team work 

– Service orientation: customer service minded

– Leadership: Acting leadership by example.

– Persuasion: Ability to persuade others in specific situations.

– Computer literate: Word, Excel, Powerpoint

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

III. CONTACT INFORMATION

Please send your resume to email:

  • hr.xuanthuy@aeon.com.vn (Ms. Nhi) 
  • anh.duong@aeon.com.vn (Ms. Minh Anh)
  • hoa.nguyenthanh@aeon.com.vn (Ms Hoa)

Tel: (024) 6277 8333 – Số nội bộ: 765 / 771

IV. WORKING LOCATION:

AEON XUÂN THỦY – Số 122 – 124 Xuân Thủy, Cầu Giấy, Hà Nội (Tòa Mipec)

[AEON HUẾ] – TRƯỞNG QUẦY/ DIVISION LEADER

Candidate can apply Division Leader position for one of following:

  • Foodline (Fish/ Meat/ Produce/ Nonfood-HBC/ Grocery/ D&D/ Confectionary/ Beverage)
  • Softline (Men/ Ladies/ Kids/ SBA)
  • Hardline (Household/ Bike/ Stationary)
  • Customer Service & Cashier
  • Omni Chanel
  • MMD

JOB DESCRIPTION:

A. Roles and responsibilities:

1.Operations duties

a. Merchandise management

– Supervise Group Leader(s) and General Staff to ensure:

• Merchandise is fully replenished, in good conditions & quality.

• All the display merchandise is according to schematic plan and all the price between display merchandise and price card is tally.

• Changing price label (if necessary) is completed before store opens.

– Order stock directly with Suppliers and receive stock from MMD.

– Verify and approve inventory orders raised by Group Leader(s).

– Plan manpower, prepare and attend bi-annually Stock Take as scheduled.

– Support Foodline with monthly Stock Take as directed by supervisor.

– Plan, assign duties for Group Leader(s) and General Staff to make necessary preparation for Membership Day & Mommy Day and Public Holidays.

b. Non-merchandise management

– Supervise Group Leader(s) and General Staff to ensure:

• Operational equipment, lighting and fixtures (gondola, wagon, shelves, etc.) are in good conditions

• Sales floor is kept clean & tidy

• All backrooms are locked in good conditions

• POP execution is carried out properly

• Fire safety procedure is carried out properly

– Check and verify variances in stock & sales figures after Stock Take and make report to Line Manager.

– Execute store opening & closing as directed by supervisor.

2.Customer service

– Provide good customer services to encourage “plus selling”. Be polite and listen alternatively to customer needs.

– Get information and introduce to customers about new arrivals, promotions, policies regarding to payment, returns/exchanges, etc.

– Handle customer complaints raised by Group Leader(s), difficult and complicated sales.

– Follow Company’s Rules on Customer Service (greeting, smiling, bowing and attitude towards customers).

3. Sales and Profits

– Brief Group Leader(s) on yesterday sales achievement, today sales budget, up-to-date sales achievement, promotion and company updates.

– Brief promoters on promotion scheme.

– Breakdown the sales target given by Line Manager to each Group Leader and take responsibilities for sales target achievement of the division.

– Overall plan and supervise the execution of promotion schemes.

– Observe/gather information/suggestion from Group Leader(s) about sales trend, customer demands and advise Merchandising Dept. for any changes/improvement in merchandise assortment, quality and quantity.

– Gather and consolidate all periodical reports from Group Leader(s) about top sales, promotion sales results, market survey/competitor survey and submit to Line Manager.

4 .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 and Promoter’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 team work spirit.

5. Rules and Regulations

 – Follow all working procedures, the company’s policies, rules and regulations.

– Check, monitor, remind and guide Group Leader(s), General Staff and Promoter(s) to follow the rules and regulations

6. Others duties:

– Opening store, 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.

B. Qualification and Job Requirements:

  • College Degree
  • Fluency in Vietnamese and English languages (both written and oral)
  • Good problem solving & presentation skills, problem solving and sales skills
  • Be able to work at shift & public holidays
  • Ability to cope with stressful situation at work
  • Leadership: Acting leadership by example
  • Have ability to relocate to other Stores as per Company’s assignment is a plus.

If you are interested in the position, please do not hesitate to send your application to HR Dept: tuyendung.hn@aeon.com.vn

Tel: (024) 6277 8333 – EXT: 763

[AEON HUẾ] – TRƯỞNG NGÀNH HÀNG/ LINE MANAGER

Candidate can apply Line Manager position for one of following:

  • Foodline
  • Softline
  • Hardline
  • Customer Service & Cashier
  • Omni Chanel
  • MMD

JOB DESCRIPTION:

A. Roles and responsibilities:

1.Operations duties

a. Merchandise management

– Supervise subordinates to ensure:

• Received merchandise at loading bay is in correct quantity, quality and specifications.

• Merchandise on sales floor is fully replenished, in good conditions & quality.

• All the display merchandise is according to schematic plan and all the price between display merchandise and price card is tally.

• Changing price label (if necessary) is completed before store opens.

– Verify and approve inventory orders, merchandise return & transfer, PA zero raised by Division Leader(s) & Group Leaders.

– Plan, prepare and assign tasks for subordinates for bi-annual Stock Take and support Foodline with monthly Stock Take as directed by Store Manager.

– Plan, assign duties for subordinates to make necessary preparation for Membership Day, Mommy Day and Public Holidays.

b. Non-merchandise management

– Supervise subordinates to ensure:

• Operational equipment, lighting and fixtures (gondola, wagon, shelves, etc.) are in good conditions.

• Sales floor/pillar/wall is kept clean & tidy.

• All backrooms are locked and in good conditions.

• Fire Safety procedure is carried out properly.

– Make order request for equipment and get approval from Store Manager.

c. Customer service

– Handle customer complaints raised by Division Leader(s), difficult and complicated sales.

– Always remind subordinate to promote “customer first” spirit.

– Follow Company’s Rules on Customer Service (greeting, smiling, bowing and attitude towards customers).

2. Sales and Profits

– Brief subordinates on yesterday sales achievement, today sales budget, up-to-date sales achievement, promotion and company updates.

– Share information about customer voice or any arising issues.

– Breakdown the sales target given by the Management to each Division Leader and take responsibilities for sales target achievement of the Department.

– Plan daily sales target on a monthly basis, basing on target of the month announced by Merchandise Department.

– Analyze sales figures and forecasting future sales volumes to maximize profits.

– Analyze and interpreting trends to facilitate planning.

– Take overall responsibility for the successful execution of all promotion schemes.

– Work with Merchandising Dept. for any changes/improvement in merchandise assortment, quality and quantity.

– Prepare for higher management review

– Take leading role in identifying any arising issues affecting sales and operation and proposing corrective actions to the Management.

– Take leading role in seeking and working towards solutions to mitigate merchandise loss/shrinkage.

3.Manpower management

– Optimize people productivity by manpower planning and implementation to achieve target and maximum productivity.

– Ensure efficient leadership to direct the Line/ Department towards Company’s business strategies.

– Monitor subordinates’ attendance and attire.

– Approve duty roster, shift plan raised by subordinates.

– 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 subordinates to follow the rules and regulations

5. Others duties:

– Opening store, Closing store.

– Approve all kind of documentation raised by subordinates.

– Other tasks or responsibilities as assigned by Store Manager.

B. Qualification and Job Requirements:

  • University Degree
  • Have 05 years experience, Sound knowledge of retail background
  • Excellent communication skills, Good command of English: verbal and written
  • Good problem solving & presentation skills.
  • Be able to work at shift & public holidays
  • Ability to adapt quickly and react positively to business needs and changes in strategies
  • Strong initiative and leadership skills
  • Have ability to relocate to other Stores as per Company’s assignment is a plus.

If you are interested in the position, please do not hesitate to send your application to HR Dept: tuyendung.hn@aeon.com.vn

Tel: (024) 6277 8333 – EXT: 763

[AEON XUÂN THỦY] TRƯỞNG NHÓM DỊCH VỤ KHÁCH HÀNG (CUSTOMER SERVICE GROUP LEADER)

I. KEY RESPONSIBILITIES 

1. Customer Services

– Make sure money, promotional goods, promotion gift are used properly and for right purposes.

– Brief all subordinates about promotion schemes to ensure clear understanding and proper execution.

– Directly resolve/ support subordinates to resolve any arising issues locker electronic, VAT invoices, complaint and customer point scheme.

– Daily check and ensure all working tools and equipment of the section are adequate and in good conditions.

– Instruct subordinate how to use working tools and equipment

– Directly resolve /Support subordinates to resolve customers’ complaints.

– Make all kinds of section’s reports upon request by Division Leader/Line Manager/Store Manager.

2. Manpower management

– Plan and prepare duty roster, shift plan and assign subordinates on duty.

– Ensure sufficient Customer Service manpower during business in ad-hoc situations

– Ensure General Staff’s attendance and attire.

– Be responsible for General Staff’s performance.

– Identify and reduce unnecessary tasks to increase staff productivity.

– Regularly train and motivate subordinates in daily works.

– Build and promote teamwork spirit.

3. Build and promote teamwork spirit.

– Build and promote teamwork spirit.

– Check, monitor, remind and guide General Staff to follow the rules and regulations.

4. Other duties

– Support other departments as necessary.

– Other tasks or responsibilities as assigned by Division Leader and Store Manager.

II. JOB REQUIREMENTS 

1. Qualification and Job Requirements

– University/College degree.

– Minimum 1 year related experience is required. 

2. Preferred skills

– Good communication, problem-solving, and leadership skills.

– Have a polite and friendly attitude.

– Have customer service mindset.

– Teamwork skill: Actively promote team work.

– Fluent English speaking & writing is a plus.

– Be able to work at shift & on Public holidays.

– Have ability to relocate to other Stores as per Company’s assignment is a plus.

III. CONTACT INFORMATION

Please send your resume to email:

  • hr.xuanthuy@aeon.com.vn (Ms. Nhi) 
  • anh.duong@aeon.com.vn (Ms. Minh Anh)
  • hoa.nguyenthanh@aeon.com.vn (Ms Hoa)

Tel: (024) 6277 8333 – Số nội bộ: 765 / 771

IV. WORKING LOCATION:

AEON XUÂN THỦY – Số 122 – 124 Xuân Thủy, Cầu Giấy, Hà Nội (Tòa Mipec)

[Binh Tan] Division Leader – Customer Service

Roles and 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 team work spirit.
  3. Rules and 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. 

Qualification and Job Requirements:

  • University degree
  • Minimum 2 years related experience is required
  • 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 team work
  • Service orientation: customer service minded
  • Reasoning ability: Ability to definite problems. Ability to solve practical problems and deal with difficult situations

 

Working location: AEON Bình Tân
Please send CV to Ms. Thùy Phương: thuyphuong.do@aeon.com.vn

Tel: (028) 6288 5050 – Ext: 735

[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

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).

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