Customer Service Manager

Managerial Accountabilities:

 Role models the “Customer Communication with Care”, demonstrates cultural sensitivity.

 Escalate the customer feedback to the store manager to improve the overall “Shopping Experience”, proposes solutions.

 Coach and guide all staff within the store to look after customers well.

 Plan and manage Front End resources (cashiers, chief cashiers and cash officers) to minimize queues at the checkouts.

 Makes sure that Price Integrity practices are adhered to on a daily basis.

Functional Accountabilities:

 Guardian of “Best Shopping Experience”. (Minimized checkout queues, all items have shelf tags, promotional tags, collects unknown barcodes appear at the checkout)

 Defends customer rights and makes sure that customer related policies are practiced by the store team. (i.e. Refund Policy).

 Develop weekly checkout schedule based on historical average customer counts and basket size based on the seasons, public holidays, days of the week etc.

 Listens customers and record queries and complains in a log book.

 Works cross functionally with the store management teams to share customers’ feedback and monitor improvements.

 Measures cashier productivity and attendance to have sustainable customer service.

 Trains the new Front End staff on operational skills.

 Trains the new store staff on customer service standards (Friendly & Helpful Staff, How To Assist Customers, Clean and tidy appearance etc.)

 Train selected store staff to operate a till to support unexpected checkout queues.

 Investigates cashier overs/shorts and potential theft cases at checkouts and cash office.

 Maintains the level of change required in cash office and till drawers.

 Approves or validates all customer refunds.

 Maintains the cashier and cash office users access rights on the system.

 Conducts daily price checks to cover the whole store in 4 weeks cycle.

 Have an agenda point in weekly store management meetings to guide store team on customer service related points and agree on action plans.

 Observe and audit end of day closure process – cashier cash-up, cashier bag reconciliation, daily cash office reconciliation, bank deposit, key reconciliation)

 Take precautions to maximize the cash amount deposited to the bank on a daily basis.

 Spots talent and recommend to store management for further career opportunities.

 Carry out HR admin routines as per HO HR guidelines and instructions.

Operating Environment:

 Maintain close relationship with all store team Store Manager, Sales Managers and Security Manager.

 50% of his/her time will be on the shop floor working at the checkout area, communicating with customers, managing queues, feeding back to store team about customer complains.

 Flexible in working hours, always on site for key activities i.e. big promotions/events, store meetings, any price integrity related process implementation.

Decision Making Responsibility and Boundaries:

 Always put Customers as the priority and key focus point.

 Process and KPI’s driven.

 Take actions with store management teams to improve the shopping experience.

 Supports all initiatives that will enhance the customer service within the store.

How the job is measured:

 Checkout queues

 Cashier productivity

 Mystery shopper

 Total number of hours spent on training

Communication and working relations:

Externally:

 Banks to resolve any faulty or erroneous credit card transactions.

 Checkout spare parts or consumable suppliers.

Internally:

 Work with all store team.

 Work with Operations Director and Business Process Manager to improve the overall shopping experience.

Required Knowledge, Qualifications and Experience:

Preferably minimum high school graduate

Minimum 2 year experience in Front End management

Fluent in local language

Excellent communication skills

Lead by example

Knowledge of using Microsoft office (Excel, Word, Outlook & PowerPoint)

Key competencies

• Technical competencies
• Understanding of front end processes and routines
• Monitoring KPI’s and results
• Strong communication skills

Behavioral competencies

• Embrace change actively and be the role model
• High communication and influencing skills
• Fairness and openness to feedback from all levels
• Always positive and constructive
• Strong drive and enthusiasm to deliver results