Customer Service Manager (Foreigner / Expat Only)

Customer service manager is in charge of customer satisfaction, loyalty and retention. Work closely with OM to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, taking orders and facilitating returns, troubleshooting problems and answering complaints.
Responsibilities:
Improve customer service experience, engaged customers and build up customer relationship
Taking ownership of customers issues and following problems through to resolution, ensure the level of satisfaction of customers
Maintain company standard, service procedures, policies and store regulations
Organizing and developing information channels for customers to access/ customer database
Support OM for local store engagement/ store LSM
Evaluate the level and effectiveness of annual information channels
Manage customer survey, comment card gathering, analysis, and come up with the recommendations.
Prepare reports and analysis to improve the quality of customer service
Build, update and improve the professional process to improve the quality of work and services.
Measuring performance metrics (incentives, BSC) and clearly communicating to team
Maintain store look and feel
Other tasks as assigned by OM