customer experience Compliance Specialist
Chi Nhánh Hà Nội - Công Ty Maison Retail Management InternationalĐịa điểm làm việc: Hà Nội
Hết hạn: 17/05/2024
- Chi tiết công việc
- Giới thiệu công ty
Mức lương: $700 - $1000
Loại hình: Toàn thời gian
Chức vụ: Nhân viên
Mô tả công việc
Maison Retail Management International is seeking to recruit a dedicated Customer Experience Compliance Specialist to enhance the quality of customer interactions across selected brands. The ideal candidates will be responsible for observing, reporting, escalating, and implementing improvements to ensure exceptional customer experiences and maximized sales potential.
Key Responsibilities:
1. Observation and Evaluation:
· Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
· Observing onboarding and training processes to identify areas for improvement.
· Evaluating employee interactions and customer service at the store level.
· Assessing operational processes both in-store and at the office.
· Analyzing customer behavior within stores to enhance service delivery and surveying non-customers on objection reasons.
· Collecting and analyzing feedback from various sources.
2. Reporting and Recommendations:
· Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
· Monthly reporting on the evaluation of operation checklist.
· Establishing a Project Management Office (PMO) to oversee and track improvements.
· Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
· Enhancing training materials and employee handbooks across all functional areas.
· Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors
Key Responsibilities:
1. Observation and Evaluation:
· Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
· Observing onboarding and training processes to identify areas for improvement.
· Evaluating employee interactions and customer service at the store level.
· Assessing operational processes both in-store and at the office.
· Analyzing customer behavior within stores to enhance service delivery and surveying non-customers on objection reasons.
· Collecting and analyzing feedback from various sources.
2. Reporting and Recommendations:
· Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
· Monthly reporting on the evaluation of operation checklist.
· Establishing a Project Management Office (PMO) to oversee and track improvements.
· Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
· Enhancing training materials and employee handbooks across all functional areas.
· Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors
Yêu cầu công việc
. Bachelor's degree in Business Administration, Marketing, or a related field.
· Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
· Excellent communication and interpersonal skills.
· Willingness to travel across stores, shopping malls, and specified nearby provinces.
· Ability to work independently and collaboratively with cross-functional teams.
· Proficiency in Vietnamese and English languages
· Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
· Excellent communication and interpersonal skills.
· Willingness to travel across stores, shopping malls, and specified nearby provinces.
· Ability to work independently and collaboratively with cross-functional teams.
· Proficiency in Vietnamese and English languages
Quyền lợi được hưởng
Lương tháng 13, thưởng các ngày Lễ tết trong năm, thưởng KPI hàng năm theo tình hình doanh thu
Du lịch, team building, tiệc tất niên
Giảm giá 20% cho nhân viên
Du lịch, team building, tiệc tất niên
Giảm giá 20% cho nhân viên
Thông tin khác
NGÀY ĐĂNG
17/04/2024
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
LĨNH VỰC
Bán lẻ/Bán sỉ
CẤP BẬC
Nhân viên
KỸ NĂNG
Compliance, Audit, Retail Store Operations, Kiểm Soát Vận Hành
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
17/04/2024
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
LĨNH VỰC
Bán lẻ/Bán sỉ
CẤP BẬC
Nhân viên
KỸ NĂNG
Compliance, Audit, Retail Store Operations, Kiểm Soát Vận Hành
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
Nộp hồ sơ liên hệ
Chi Nhánh Hà Nội - Công Ty Maison Retail Management International
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