Career Tag: Dịch Vụ Khách Hàng

[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.

Trưởng Nhóm Dịch Vụ Khách Hàng

Key responsibilities:

1. AEON Card activities
– Make sure money, all kind of voucher, 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 regarding locker, VAT invoices 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 AEON card section’s reports upon request by Division Leader/Customer Service 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.
– Identify potential staff for succession planning purposes.
– Build and promote teamwork spirit.

3. Rules and Regulations
– Follow all working procedures, the company’s policies, rules and regulations.
– 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 – AEON Card, Line Manager and Store Manager.

Job requirements:

1. Qualifications & Experience:
– University/College degree.
– Minimum 1 year related experience is required.

2. Knowledge, Skills & Behaviors

– Good communication, problem solving and leadership skill.
– 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.

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