Customer Service activities:Issue CS management standard of AVN be applied properly by CS staffMonitor money, promotional goods, promotion gift to make sure they are used properly and for right purposes.Brief all subordinates about promotion schemes to ensure clear understanding and proper execution.Oversee the resolution of 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.Resolve customers’ complaints and follow up until the case is closeMonitor all kinds of CS section’s reports.Identified & timely report to managers about cashier complain caseMake sure money, all kind of voucher, promotional goods, promotion gift are used properly and for right purposes.Directly resolve/ support subordinates to resolve any arising issues regarding locker, VAT invoices and customer point scheme.2. Online sales & management:To manage group to handle online orders in daily basis to complete all orders in time with effective quality of workTo ensure all customers’ inquiries from various touch points (hotline, email, fanpage comment & message) are handled on time with appropriate manner.Oversee the resolution of any arising issues orders, system, appManage operation flow well for all team , include Picker, Delivery staff, ...Follow key performance indicators (Sales revenue, number of Orders, % cancellation before & after handover to delivery).Follow up and take actions to achieve target sale3. Manpower managementPlan and prepare duty roster, shift plan and assign subordinates on duty.Ensure sufficient Customer Service manpower during business in ad- hoc situations.Ensure General Staff’s attendance and attire.Be responsible for General Staff’s performance.Identify and reduce unnecessary tasks to increase staff productivity.Regularly train and motivate subordinates in daily works.Identify potential staff for succession planning purposes.Build and promote teamwork spirit.4. Rules and RegulationsFollow all working procedures, the company’s policies, rules and regulations.Check, monitor, remind and guide General Staff to follow the rules and regulations.5. Other dutiesSupport other departments as necessary.Other tasks or responsibilities as assigned by Division Leader, Line Manager and Store Manager.
