Trưởng Nhóm Dịch Vụ Khách Hàng & Bán Hàng Đa Kênh

1. Customer Service activities:

• 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.
• 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 close
• Monitor all kinds of CS section’s reports.
• Identified & timely report to managers about cashier complain case
• Make 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 work
• To 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, app
• Manage 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 sale

3. Manpower management

• Plan 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 Regulations

• Follow 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 duties

• Support other departments as necessary.
• Other tasks or responsibilities as assigned by Division Leader, Line Manager and Store Manager.

Yêu cầu ứng viên

• College degree.
• Minimum 1 year related experience is required

Kỹ năng ưu tiên

• Good communication, problem solving and leadership skill.
• Have a polite and friendly attitude.
• Have customer service mindset.
• Teamwork skill: Actively promote team work.
• Fluent English speaking & writing is a plus.
• Be able to work at shift & on Public holidays.
• Have ability to relocate to other Stores as per Company’s assignment is a plus.

• Lương cạnh tranh, hấp dẫn + Các khoản phụ cấp
• 13 ngày nghỉ phép/năm
• Đầy đủ 3 loại bảo hiểm theo luật: BH Xã hội, BH Y tế, BH Thất nghiệp
• Thưởng tháng lương thứ 13, thưởng kết quả kinh doanh & thưởng kết quả làm việc
• Chiết khấu mua hàng hấp dẫn
• Nhiều chương trình đào tạo nâng cao nghiệp vụ chuyên môn & kỹ năng mềm với đội ngũ nhân sự dày dặn kinh nghiệm
• Cơ hội phát triển đa dạng, lộ trình thăng tiến rõ ràng
• Xét tăng lương định kỳ hàng năm
• Tiệc nhân viên, nghỉ mát hàng năm
• Môi trường năng động với vô vàn các hoạt động nâng cao sức khỏe thể chất, tinh thần và trách nhiệm vì cộng đồng