Qssk-Cf-Csm Customer Service Manager

Job Details:

The Customer Service Manager is responsible for supporting improvement of the experience of our Client’s customers in every interaction with them, whether in-store or online by gathering feedback and channeling insights back to the operations. He/she will also guarantee the attendance and swift resolution of customers query and complaint. The customer service manager will escalate customer situation/comment that could lead to a risky situation for the brand.

Duties:
Monitor the level of customer experience in the store via the NPS survey Provide detailed analysis of the NPS surveys to the store managers along with actionable insights Manage our partner Contact Center to ensure a high quality of service Ensure that all customer queries conveyed through Social Media, Call-Center, or in-store are attended and solved swiftly Train in-store teams, and call-center on all new Carrefour activities and inform of any change in the functioning of the stores (opening hours, new store etc.…) Carry out the implementation of a Customer Care CRM to follow-up on each query Coordinate with CORP HO, Customer Care team to gather best practices and implement them in the country. Innovate to allow our customers to reach out to Carrefour whenever they want and in a variety of way (Social Media, email, Call –center, Chatbot, WhatsApp etc.…) Monitor the market to find innovative ways of making our customers’ journey in-store more Share customer feedback across the operations to ensure it is taken into account and actioned for improvements Define and implement the processes for customer management, compensation etc. Create an efficient after-sales service
Minimum Qualifications/education
Master degree Experience in retail operations is a plus English (Full professional proficiency ) Excel and PPT skills Communications skills Analytics skills Customer data base management Critical thinking Agility
Application procedure:

Interested and qualified applicants should submit their applications through the link below.

Only shortlisted applicants will be contacted.

Q-Sourcing Servtec is an equal opportunity employer. Any Solicitation will lead to disqualification.