Job Scope:Manage all aspects of Customer Service and VIP by ensuring
Customer Service team is Ambassador of ABC brand and by providing great
customer service.
Main Duties and Responsibilities:
Operations
•Handle and solve customers’ complains and problems;
•Monitor and perform constant follow up on ABC wedding list account, birth list account and tax refund process;
•Execute and ensure the monthly report is implemented in an accurate and timely manner: wedding and birth list, tax free, etc.
•Arrange and monitor the VIP call back process and book appointments to achieve/exceed sales goals;
•Participate in the trunk shows, special events and designer personal
appearances with the coordination of the Marketing Department and store
/Mall managers;
•Follow up on the spot announcement in-store l Punctuality and recording quality
•Monitoring and performing Cheque payments and maintaining the customer exception database;
•Monitoring and answering customer inquiries on the “LIVE CHAT” application;
•Monitoring the handling & follow-up on the mobile charging booth Management of Mall Square cashiers; (Achrafieh only)
Marketing
1- Gift Card
•Follow up on the gift card online payments: send an email to inform the
customer that the payment is authorized and a notification to retry in
case it is denied;
•Follow up the issuance and delivery of Gift cards purchased online;
•Monitor and perform constant follow up on ABC gift card service such as: stock management, gift card special request, etc.;
•Follow-up and monitor the YOUGOTAGIFT.com process.
2-CRM and Credit Card
•Follow up and monitor the process of ABC loyalty programs: recruit
customers, handle the customer complaints, points redemptions, stock
management, reward cards, etc.;
•Perform VIP monthly reports and ensure compilation of customer data is captured to build clients and business development;
3-Events & Promotions
•Assist the events and digital media unit in the tenants call back to
secure their participation in all ABC activities and promotions.
•Participate in the meetings held between Operations and Marketing and cascade necessary info along with action plan
•Assist in the implementation of ABC promotions: Tenants participation,
coupon stock management and replenishment, prizes distribution and
maintain an updated database in a timely manner;
•Provide adequate feedback to the Mall/Store Managers and the Marketing Department following every event and promotion;
4- Digital Media
•Monitor and update the Digital Directory
5-CSR
•Follow up implementation in-store during the events and digital media unit absence and send daily feedbacks.
•Monitor hostesses’ performance onsite and give them continuous feedback.
•Explain and promote the CSR program for ABC customers.
Other
•Monitor outsourced Hostesses performance and appearance throughout the year;
•Ensure customer service team members are Ambassadors of ABC in terms of
appearance, uniform, approach, communication and customer service;
•Coach and train the Customer Service team, ensure adequate and qualified staffing;
Perform other duties as assigned.

Job Details

Date Posted: 2015-05-06
Job Location: Beirut, Lebanon
Job Role: Customer Service
Company Industry: Retail/Wholesale

Preferred Candidate

Career Level: Management

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