Customer Service Supervisor - Retail

COMPANY PROFILE
Address: HCMCBusiness type: 100% investment from Japan (subsidiary of Singapore branch)Size: 100+ employeesIndustry: Retail (department store model)Product range: Luxury goods and servicesEstablished in Vietnam: July 2016
GENERAL INFORMATION
Position: CUSTOMER SERVICE SUPERVISOR - RETAILJob code: JO-170629-130968Level: LeaderContract term: Permanent Recruitment reason: New-hiredExpected joining date: Pursuant to Vietnam Labor LawWork location: District 1, HCMCWork time:  Flexible due to job nature (retail industry); off 2 days per week (usually weekdays)  Work on shift: 8:00am - 5:00pm (morning shift) OR 1:00pm - 10pm (evening shiftAllowance(s): 420.000 VND per month (fixed after probation time) / Free meal in between work shiftBonus and incentives: 13th month bonus (fixed) / Performance bonus and salary review once per yearBenefit(s): SHUI / Company tripSelection Process: Two rounds (HR Department -> Japanese Customer Service Manager and Japanese Business Administration Manager)

JOB DUTIES
Belong to Customer Service (CS) Department; report to Japanese Customer Service Manager (female, 40s)Manage around 10 subordinates (including CS Executives, Staffs and Assistants)Job Responsibilities:Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services;Deal directly with customers either by telephone, electronically or face to face;Respond promptly to customer’s inquiries; handle and resolve their complaints;Obtain and evaluate all relevant information to handle product and service inquiries;Perform customer verifications; register new customer accounts onto internal system;Process orders, forms, applications and requests; organize workflow to meet customer timeframes;Direct requests and unresolved issues to the designated resource;Manage customers' accounts and membership / loyalty programs;Keep records of customer interactions, transactions / inquiries, comments and complaints / actions taken;Prepare and distribute customer activity reports; maintain customer databases;Manage administration: gift wrapping, VAT invoice issuing… as per requested by customers;Communicate and coordinate with internal departments; provide feedback on the efficiency of the customer service process;Any other duties as and when assigned by the company.

Job RequirementS§  Desirable Background and Experience:
- Qualification: Bachelor Degree in related field
- Language skills: English fluent
- Proficient in MS Office tools
- At least 5 years of experience working in Retail Business in which at least 1 year in the same position (MNC environment is favorable)
- In-depth knowledge about customer service principles and practices
§  Desirable Characters:
- Gender: Any
- Age: Up to 30
- Excellent interpersonal and communication skills
- Good at listening as well as problem analysis and solving
- Customer oriented, detailed, accurate, stress tolerant
- Able to work on shift, weekends and public holidays when required

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