Customer Service activities:
Resolve customers’ complaints and follow up until the case is close
Identified & timely report to managers about cashier complain case
Brief all subordinates about promotion schemes to ensure clear understanding and proper execution.
Issue CS management standard of AVN be applied properly by CS staff
Monitor money, promotional goods, promotion gift to make sure they are used properly and for right purposes.
Make sure money, all kind of voucher, promotional goods, promotion gift are used properly and for right purposes.
Oversee the resolution of any arising issues regarding locker, VAT invoices and customer point scheme.
Directly resolve/ support subordinates to resolve any arising issues regarding locker, VAT invoices and customer point scheme.
Daily monitor and ensure all working tools and equipment of the section are adequate and in good conditions.
Monitor all kinds of CS section’s reports.
Online sales & management:
Manage operation flow well for all team , include Picker, Delivery staff, ...
Oversee the resolution of any arising issues orders, system, app
To manage group to handle online orders in daily basis to complete all orders in time with effective quality of work
Follow up and take actions to achieve target sale
To ensure all customers’ inquiries from various touch points (hotline, email, fanpage comment & message) are handled on time with appropriate manner.
Follow key performance indicators (Sales revenue, number of Orders, % cancellation before & after handover to delivery).
Manpower management
Identify and reduce unnecessary tasks to increase staff productivity.
Plan and prepare duty roster, shift plan and assign subordinates on duty.
Ensure sufficient Customer Service manpower during business in ad- hoc situations.
Be responsible for General Staff’s performance.
Ensure General Staff’s attendance and attire.
Regularly train and motivate subordinates in daily works.
Identify potential staff for succession planning purposes.
Build and promote teamwork spirit.
Rules and Regulations
Check, monitor, remind and guide General Staff to follow the rules and regulations.
Follow all working procedures, the company’s policies, rules and regulations.
Other duties
Other tasks or responsibilities as assigned by Division Leader, Line Manager and Store Manager.
Support other departments as necessary.
