Customer Service Manager

Job Purpose or Summary
Develop & Deliver the Service Culture elements of Pharmacity’s culture. Instill Service culture as a critical part of who we are and how we behave both in stores, store support center and any other supporting function, which as a result supports in the delivery of the Customer Experience core value.
1. Develop and implement a Customer Service strategy which will deliver Service Culture in Pharmacity as a demonstrated core value
2. Oversee all customer complaints and ensure resolution is reached by the accountable person no matter where the complaint comes from. Create process and tool to monitor all customer feedback & resolutions. Create a system for highlighting urgent cases which need escalating and dealing with immediately
3. Deliver best in class customer service from call center/ social media interactions. Create training and continuous improvement and learning plan to ensure customers receive timely and relevant feedback. Create a team with strong pharmacy knowledge who can consult;
4. Build a store support center Customer Services team capable of telemarketing and telesales.
5. Champion Great Customer Service in store supporting the Retail team. Create a program to drive continuous improvement and learning in stores by creating case studies and training customer services skills to store staff with the support of the training team
6. Ensure we have the processes which ensure great service culture. Work with Digital team to ensure SOS and Pure Drop Shipping processes are operationally sound and executed by stores effectively
7. Make the amazing customer experience when they come to store or shopping online.
8. Lead measurement of Customer Service in stores via NPS measurement and Mystery shopper and other projects to support Retail team by leading the work to follow up on poor performance/services at stores.

Professional major: Hospitality, Customer Services or other relevant fields
Essential Capabilities:
1. Strong communication, negotiation and leadership skills
2. Strong in customer behavior understanding, stakeholder relationship management
3. Strategic thinking, attention to detail, work in
4. Organizing and coaching capability, team work
5. Excellent English

- KPIs bonus
- 15 days annual leaves
- Laptop

Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp