Hà Nội - Customer Experience Compliance Specialist

Erreur

☞ Công Ty Cổ Phần Maison Retail Management International

Vue: 104

Jour de mise à jour: 10-12-2024

Localisation: Ha Noi

Catégorie: FMCG Conseil / Service client Assurance Qualité / Contrôle Qualité

Nombre de recrutements: 1

Niveau: Nhân viên/ Chuyên viên

Salaire: 15 - 18 triệu

Éducation: Đại học

Expérience: 2 năm

Le genre: Không yêu cầu

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Description de l’emploi

Maison Retail Management International is seeking to recruit a dedicated Customer Experience Compliance Specialist to enhance the quality of customer interactions across selected brands. The ideal candidates will be responsible for observing, reporting, escalating, and implementing improvements to ensure exceptional customer experiences and maximized sales potential.

Key Responsibilities:

1. Observation and Evaluation:

· Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.

· Observing onboarding and training processes to identify areas for improvement.

· Evaluating employee interactions and customer service at the store level.

· Assessing operational processes both in-store and at the office.

· Analyzing customer behavior within stores to enhance service delivery and surveying non-customers on objection reasons.

· Collecting and analyzing feedback from various sources.

2. Reporting and Recommendations:

· Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.

· Monthly reporting on the evaluation of operation checklist.

· Establishing a Project Management Office (PMO) to oversee and track improvements.

· Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.

· Enhancing training materials and employee handbooks across all functional areas.

· Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.

Exigences de l’emploi

Bachelor’s degree in Business Administration, Marketing, or a related field.

· Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.

· Excellent communication and interpersonal skills.

· Willingness to travel across stores, shopping malls, and specified nearby provinces.

· Ability to work independently and collaboratively with cross-functional teams.

· Proficiency in Vietnamese and English languages.

Apply now to be part of Maison Retail Management International’s journey towards excellence in customer satisfaction.

Bénéfice d’emploi

  • Attractive salary + lunch allowance + parking allowance
  • Holiday bonus, 13th month salary bonus, annual KPI bonus based on revenue, social insurance, Union, year-end party, team building..
  • Employee discount purchases
  • 12 - 15 days annual leave
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Informations de contact

Contact: Chị Vân

Date limite: 09-01-2025

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