Giám sát dịch vụ chăm sóc khách hàng

* Maintaining the accuracy of customer file and minimize the number of Promotion Mail returns - Well controlling the customer entrance and after sales service. - Registering new customers correctly and update changes to existing customers details timely. * Ensuring that customer reception is well organized and its staff are able to give a good first impression to our customers - Training and continually monitored staffs to smile and offer greetings to E-Mart customers. - Monitoring & encouraging staff appearance that is smart and presentable; uniform is regulatory, clean and tidy. * Training staffs to answer incoming customer telephone calls, deal with faxes and use the store broadcasting system in a professional manner - Training staffs to manage customer complaints in a manner that protects the company interest but solves the problem for the customer in a satisfactory manner. - Keeping the reception area and the after sales service clean and tidy. - Keeping working tools and equipment clean and in a good working condition. * Managing the customer entrance and follow the company membership card policy in the following ways. - Arranging new customer registration and picture card making. - Completing a weekly shift plan for entrance staff. * Ensuring the customer file quality in the following ways - Completing & Accurate customer data for new registered customers. - Updating timely customer information when mistakes are found. - Ensuring that the customer registration archive is up to date and well maintained. * Checking returned promotion mail in time and updating to the customer file made - Controlling the blocking and unblocking of Customer cards with relation to Promotion Mail delivery and other issues. * Ensuring & managing After Sales Service & Customer Returns - Ensuring After-Sales Staff up to date training of National and Local Consumer law. - Ensuring that staff are aware of Company regulations regarding goods exchange and return. - Ensuring that controls such as goods accompanying slip and credit voucher are in place and being used. - Ensuring that staff have received basic product training in order that they can check the validity and truthfulness of complaints as stated by the customer. * Bringing the after sales service to customers and manager to solve all the complaint to customers by cooperating with all relating department - Ensuring that there is good communication and cooperation between After Sales Service and the sales departments in order that they work together when technical advice is needed to test the validity of a customer complaint. - Ensuring that the after sales department is kept clean, organized and tidy and that returned articles are collected by the sales department staff in a timely. * Internal: - Store Manager, Customer Service Manager. - Floor Manager, Department Supervisors. - Security Manager. - HO related Department. * External: - Customers. - Outsourcing Staffs.

- Education: Bachelor degree or equivalent qualifications. - Experience: At least 2 years of experience in management/supervisor in a customer orientated environment. Working experience in hypermarket industry is preferred. - Knowledge: Knowledge of company regulations & working processes. - Knowledge of consumer law. - Foreign language: English (oral skill). - Skills: Organization ability. - Customer service skills. - Communication skills. - Negotiation skills. - Training & coaching skills. - Computer literate. * Personality: - Confident, composed, customer oriented, well-organized, problem solving, teamwork, disciplined.

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