Customer Service & Satisfaction Executive

Primary Objective:- Customer Service Executive ensures that the needs of customers are being satisfied. The aim is to provide excellent customer service, pro-active and give initiative effectively for customer and operations as well.- Completed signed- jobs by CS Manager.Key Activities:1. Report2. Data Analysis3. Customer Satisfaction4. Marketing Research (Service)5. Ad-hoc Jobs/ ProjectRoles and responsibilities:1. Report (10%)- Review Customer Voice (CV) Report from Operations Site, check and advise/give proposal effectively- Consolidate reports : CS, Delivery, and make the preparation of reporting2. Data Analysis (20%)- Basing on Customer Voice/complaint to check the situation and advice to improve- Basing on Reports , put in Master file to analyse and make plan, co-operate with related departments for proposal to improve to make customer satisfaction in shopping3. Customer Satisfaction (30%)- Review/Check all the feedback from CS Ops., CS HQ Officer to customer and advise best way/solution- Follow up CV Master file and give proposal effectively- Feedback all queries are sent from Stores site and support Ops.site to chaise with related department- Raise and get the final from CS HQ Manager about the feedback to customer via Facebook, Website channel if it is over your abilities- Assign CS Officer to support , follow up tasks relating to CS accordingly4. Marketing Research (Service) (10%)- Plan Store Tour- Survey Competitors5. Ad-hoc Jobs/ Project (30%)- Join, follow up projects that CS HQ Manager assigned- Follow up and work with relevant departments to complete action plans- Support CS HQ Manager to join the meetings, training Stores if needed- Support and do tasks are delegated by CS HQ Manager