7mo ago

ผู้ช่วยผู้จัดการฝ่ายบริการลูกค้า (สาขา) (Customer Service assistant manager - Retail Outlet)

TH·Bangkokmid

Other

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Quick Summary

Key Responsibilities

Monitor and manage storefront service quality to meet established standards and instantly resolve operational delays on-site. Workforce Management: Manage staff scheduling, leaves,

Requirements Summary

Minimum 2–3 years of experience in Retail, Counter Service, or Front-end Customer Service. Team Management: Prior experience in managing multi-location teams or a branch network is highly preferred.

Technical Tools

Other

Responsibilities

~1 min read

→Service Control: Monitor and manage storefront service quality to meet established standards and instantly resolve operational delays on-site.
→Workforce Management: Manage staff scheduling, leaves, and backup shift planning to ensure adequate floor coverage at all times.
→Escalation Handling: Handle and resolve complex customer complaints escalated by branch staff, collaborating with relevant teams for a swift resolution.

Branch Audits: Conduct on-site branch visits at least once a month to inspect counter readiness, staff grooming, and service behavior.
Performance Evaluation & Coaching: Assess service quality through various methodologies, providing feedback and coaching to improve service standards and customer satisfaction.
Process Improvement: Develop service scripts and Standard Operating Procedures (SOPs) for common walk-in scenarios, and organize monthly meetings to share best practices.

Performance Reporting: Compile weekly performance and KPI reports (including CSAT and QA scores) by branch, and submit them to the CS Manager.
Incident Reporting: Participate in cross-functional team syncs and immediately report emergencies or severe customer complaints to the CS Manager.

Requirements

~1 min read

Experience: Minimum 2–3 years of experience in Retail, Counter Service, or Front-end Customer Service.
Team Management: Prior experience in managing multi-location teams or a branch network is highly preferred.
Communication Skills: Excellent face-to-face communication skills with a proven professional track record of handling difficult customers.
Mobility: Ability to travel to various branch locations as scheduled.
Personal Attributes: Detail-oriented, strong observational skills, and the ability to multitask effectively under pressure.