Manage and optimize customer service operations across PNJ's retail network, encompassing both online and physical stores, to ensure the highest standards of customer satisfaction, foster customer loyalty, and contribute to revenue growth.
Key Responsibilities:
1. Team Leadership:
- Lead, mentor, and develop the customer service team to deliver exceptional service across both online channels and physical stores.
- Conduct regular performance reviews and implement process improvements to enhance team efficiency and service quality.
2. Service Quality Assurance:
- Develop, monitor, and enforce customer service policies and procedures aligned with PNJ’s brand standards across online platforms and retail stores.
- Address customer inquiries and resolve issues promptly and professionally.
- Implement customer feedback systems and leverage insights to continuously improve service delivery, ensuring a consistent customer experience across all touchpoints.
3. CRM Management:
- Oversee and enhance the CRM system to track and analyze customer interactions across e-commerce platforms and retail outlets.
- Develop and implement customer retention and engagement strategies to maximize customer satisfaction and loyalty.
4. Cross-functional Collaboration:
- Collaborate with Marketing, Sales, and IT teams to align customer service initiatives with broader business objectives.
- Ensure consistency in customer service approaches across online and offline channels.
5. Budget Management:
- Plan and manage the customer service budget, ensuring efficient resource allocation to meet operational requirements.
- Monitor expenditures to optimize service delivery within the budget.
6. Strategic Development:
- Formulate and implement customer service strategies that enhance the overall customer experience and align with PNJ’s growth goals, particularly within an Omni-channel framework.
- Stay informed of industry trends and best practices in e-commerce and retail to introduce innovative service solutions.
