Customer Service Manager– Marketing

Role Objective:
1. To ensure that the needs of customers are being satisfied by providing excellent customer service and promoting new ideas on attracting and retaining new customers to NSC.

Key Responsibilities & Accountabilities:
Strategic
1. Assist with development of Policies & Procedures guiding the customer service function in coordination with Head - Marketing
2. Assist the Head - Marketing in contributing towards formulation of annual business plans and budget of the Marketing department and NSC.
3. Provide management oversight to loyalty and reward program delivery activities at NSC

Operational
1. Provide help and advice to customer service executives on promoting NSC’s products and schemes
2. Handle unique customer complaints by telephone, email, letter and face to face interactions as necessary; Investigate and resolve customers' problems, which may be complex or long-standing problems that have been escalated by customer service executives
3. Identify opportunities to facilitate research to assess current consumer satisfaction with existing reward and loyalty programs and identify enhancement opportunities
4. Handle customer complaints or any major incidents at the store level, such as a security issue or any major discrepancy
5. Keep accurate records of discussions or correspondence with customers; Analyze statistics or other data to determine the customer satisfaction index at NSC
6. Report to management the steps taken to enhance customer experience and service at NSC
7. Develop relevant procedures, policies and standards related to customer service for NSC and establish complaint handling procedures including FAQs for usage across the NSC organization
8. Hold periodic meetings with Head of Marketing, Store Managers and other managers to discuss possible improvements measures to customer service
9. Oversee train sales staff and customer service executives to deliver a high standard of customer service at the stores
10. Identify ongoing opportunities for partners in the loyalty and rewards space; Lead the development of customer loyalty schemes, reward programs at NSC and contribute towards the design of promotional offers
11. Manage the relationships for the loyalty and rewards platform internally with the Marketing team and externally with the solution provider/vendor
12. Keep abreast with developments in field of customer service by reading relevant journals and attending seminars/ conferences
13. Develop and project manage advanced multi-channel loyalty /reward programmes with focus on programs for the niche market segments
14. Explore new avenues to attract customers to the NSC stores such as Social media, and internet
15. Achieve maximum retail market penetration, drive market growth, and increase sales volume and profitability by creating a superior customer experience
16. Serve as the expert to the customer by discussing and handling product and service inquiries, and other miscellaneous inquires and customer complaints or customer requests which are related to other departments
17. Provide accurate information to customers regarding the billing and handling of their order; Solve issues related to placing orders
18. Perform other tasks as assigned by management.

People
1. Monitor performance of direct reportees and guide them in managing their performance by providing appropriate feedback
2. Allocate work to subordinates, nominate for training as per the organization’s guidelines and manage leave and overtime to ensure the efficiency of the group
3. Ensure that subordinates are aware and familiar with assigned tasks and responsibilities
4. Assist subordinates in resolution of any problems, discrepancies, and inquiries.

Job Details

Preferred Candidate

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