Customer Service Manager

Manage and optimize customer service operations across PNJ&039;s retail network, encompassing both online and physical stores, to ensure the highest standards of customer satisfaction, foster customer loyalty, and contribute to revenue growth.
Key Responsibilities:
Team Leadership:
- Lead, mentor, and develop the customer service team to deliver exceptional service across both online channels and physical stores.
- Conduct regular performance reviews and implement process improvements to enhance team efficiency and service quality.
Service Quality Assurance:
- Implement customer feedback systems and leverage insights to continuously improve service delivery, ensuring a consistent customer experience across all touchpoints.
- Develop, monitor, and enforce customer service policies and procedures aligned with PNJ’s brand standards across online platforms and retail stores.
- Address customer inquiries and resolve issues ly and professionally.
CRM Management:
- Oversee and enhance the CRM system to track and analyze customer interactions across e- commerce platforms and retail outlets.
- Develop and implement customer retention and engagement strategies to maximize customer satisfaction and loyalty.
Cross- functional Collaboration:
- Ensure consistency in customer service approaches across online and offline channels.
- Collaborate with Marketing, Sales, and IT teams to align customer service initiatives with broader business objectives.
Budget Management:
- Plan and manage the customer service budget, ensuring efficient resource allocation to meet operational requirements.
- Monitor expenditures to optimize service delivery within the budget.
Strategic Development:
- Formulate and implement customer service strategies that enhance the overall customer experience and align with PNJ’s growth goals, particularly within an Omni- channel framework.
- Stay informed of industry trends and best practices in e- commerce and retail to introduce innovative service solutions.

Experience: Minimum of 5 years of experience in customer service management, ideally within e- commerce and retail chains, with at least 2 years in a leadership role.
Education: Bachelor’s degree in Business Administration, Marketing, Service Management, or related fields.
Skills:
- Proficiency in CRM tools and customer data analytics.
- Strong communication skills with the ability to influence and collaborate across departments.
- Excellent problem- solving skills with a customer- first mindset.
- Strong leadership and team management capabilities.
Personal Attributes:
- High resilience and adaptability in dynamic environments.
- Passionate about delivering world- class customer service.
- Innovative thinking with a proactive approach to problem- solving.

Bảo hiểm, Du Lịch, Thưởng, Chăm sóc sức khỏe, Đào tạo, Chế độ nghỉ phép

Cập nhật gần nhất lúc: 2024-08-16 15:40:03