Client Service Center business operation
- CS center management: service level and process improvement
- Client service planning in align with Central projects, KPI, budget and digital CRM.
- Set key strategies and initiatives to provide excellent client service
- CS Sales enhancement by customer tiers and product categories
- Manage sales turnover, quality and productivity on daily / weekly / monthly / yearly basis
- Develop monthly promotions and right incentive plans to motivate client advisors
Project management
- Overall company related, enhancement on CS system
- Client service projects implementation (Clienteling Solution, Digital Client Personal Advisor Program, Live Streaming Service, etc.)
- Design and shape the next CS organization for digital client development
People management
- Drive CS managerial meetings and training (ex. Daily morning briefing, product trainings, Call Quality coaching...)
- CS Team manager's performance monitoring, Onsite coaching and mentoring people to develop competency and skills
- Improve CS advisor's service to next level and manage complaints handling
- HC management: Budget HC, rostering based on seasonal or product launching and hiring right staffs, training
Relationship management with other parties
- Collaboration with cross functional teams: Logistics/IS&T/Human resources/Store manager at monthly touch base for each
- Collaboration with central team in order to input local needs: bimonthly Digital Conference Call, Quarterly Business review with Central, workshop, seminar
Reporting
- Weekly/Monthly report on sales, call KPIs, and other related topics
- Sales forecast to Retail Operations, Accounting, and Warehouse in line with e-com
