Customer Service Manager - Đà Nẵng

- To contribute toward the profitability of the business by ensuring the smooth running of the store and responsible departments serve both the internal customer (Sales Floor and Sales Force) and our external customers in an efficient and professional manner.
- All operations must be achieved in accordance with relevant SOPs and other Working instructions.
* ROLE
- Help store to achieve its targets for sales, profit, shrinkage, stock control and customer service by implementing the highest standards of daily basic management
- Execute SO strategies in a timely manner. Act as an information bridge between SO, store, customer and government bureaus/ consumer associations.
- Assist SGM in negotiating contracts with external service providers such as Cleaning Company, Taxi Company, etc... and developing general initiatives to reduce costs and inefficiencies in store
- Develop employees' skills by on the job coaching and implement succession planning within department.
* KEY RESULT AREAS
* Internal management:
- Be responsible for Customer service Departments' performance with regards to commercial KPI results.
- Achieve the desired level of service in store for both internal and external customers.
- Assist Store General Manager to forecast cost for store
- Ensure all company's SOPs, National and Local government regulations are properly implemented in all departments of the store
- Ensure that all licenses and permits are renewed and up to date
- Ensure that all areas in store are clean & tidy.
- Ensure all tasks of Main Cashier Department as Payment, Credit Debit, Cash & Reports are checked carefully.
- Ensure that all the processes related to free gift, voucher, cash, customer service, customer complaint are being implemented with the highest level of operational standards
- v External service management (cleaning company, free delivery service etc.)
- Ensure that the standard of service provided meets the minimum requirement as stated in the contract.
- Also benchmark costs and work to reduce them via annual contract negotiations and/ or reduced consumption in store.