[CENTRAL RETAIL] Customer Service Leader

CUSTOMER SURVEY

Coordinate with brand teams to conduct annual internal & external customers satisfaction survey

Execute & consolidate global and local market study for annual digital trend

CUSTOMER SERVICE

Build & implement scripts for all relative scenarios

Coordinate with Brand teams to build & upgrade relevant policies & internal SLAs

Take care of daily enquires at relevant touchpoints: Social media, Market Place, Hot Line, Email…

Upsell & cross-sell on Social Media and Market Place platforms

Manage customers complaints at relevant touchpoints to ensure high customers satisfaction level

SALES & OPERATION

Assisst Ecom Manager to build  & track break down KPIs for direct reports

Identify strength & weaknesses to develop & execute training & development plan, also identify successors

Cordinate with all stakeholders to make sure relevant trainings are well conducted

ORDERS FULFILLMENT MANAGEMENT

Manage delivery orders of all brands to meet aligned SLAs at each stage of the orders:
- Pick & Pack
- Delivery
- Exchange & return

Coordinate with Replenishment team to ensure stock level on Ecom platforms

TRAINING & DEVELOPMENT

Assisst Ecom Manager to build  & track break down KPIs for direct reports

Identify strength & weaknesses to develop & execute training & development plan, also identify successors

Cordinate with all stakeholders to make sure relevant trainings are well conducted

OTHERS

Coordinate to develop and execute  SLAs with external service providers

Coordinate& manage 3PL if any

Comply relative SOPs, SLAs and processes

Build periodic report template and timely populate them

Conduct annual evaluation to improve service providers' quality if any

Administration tasks: payment, contract, website register

Assisst colleagues to execute digital marketing plan

Other assignments from Line Manager

- From 2 years of managing & optimizing operation of all ecom platforms, preferable candidates who use to work from big ecom market places.

- From 2 years at managerial position

Functional skill:

- Business acumen with profitable,  positive mindset

- Project management with negotiation & problem solving skill

Managerial skill:

- Communication skill with good energy to inspire and convince team members

- Coach & training skill with hands on leadership style

Other skills:

Logical & critical thinking

High EQ with innovative mindset

Highly adaptive with challenges & chances

Can work under high pressure and fast working pace

Drive to result