CS Executive

I) Job Purpose & Scope of Role:
- Customer Service Executive ensures that the needs of customers are being satisfied. The aim is to provide excellent customer service, pro-active and give initiative effectively for customer and operations as well.
- Completed signed- jobs by CS Manager.
II) Key Responsibilities:
1. Report:
- Review Customer Voice (CV) Report from Operations Site, check and advise/give proposal effectively
- Consolidate reports: CS, Delivery, and make the preparation of reporting
2. Data Analysis:
- Basing on Customer Voice/complaint to check the situation and advice to improve
- Basing on Reports, put in Master file to analyse and make plan, co-operate with related departments for proposal to improve to make customer satisfaction in shopping
3. Customer Satisfaction:
- Review/Check all the feedback from CS Ops., CS HQ Officer to customer and advise best way/solution
- Follow up CV Master file and give proposal effectively
- Feedback all queries are sent from Stores site and support Ops.site to chaise with related department
- Raise and get the final from CS HQ Manager about the feedback to customer via Facebook, Website channel if it is over your abilities
- Assign CS Officer to support, follow up tasks relating to CS accordingly
4. Marketing Research (Service)
- Plan Store Tour
- Survey Competitors
5. Ad-hoc Jobs/ Project:
- Join, follow up projects that CS HQ Manager assigned
- Follow up and work with relevant departments to complete action plans
- Support CS HQ Manager to join the meetings, training Stores if needed
- Support and do tasks are delegated by CS HQ Manager

Job Requirements:
Qualifications & Experience:
- University bachelor degree in Social Science, Business Administration, or Marketing
- 1-2 years in Customer Service or Sales Experience
Knowledge, Skills & Behaviors:
- Proven track record in Customer Service /other customer facing role with experience in servicing key customers
- Deep process know-how
- Knowledge in Microsoft Word, Excel and Power Point with high level
- Fluent in English communication (verbal/written), and Japanese language is prefer
- Proven leadership, motivation and people skills
- Analytical and organizational leadership skills
- Strategic thinking and project management skills
- Self-directed, high energy and proactive working style

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