Being a CEM, the roles and responsibilities are:
- To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customer issues and follow problems through to resolution.
- Meeting with other managers to discuss possible improvements to customer service.
- Supervise and train the staff members to provide highest standards of customer service.
Requirement:
- Good knowledge of the company, the brand and the store they are applying for.
- Passion for people and processes.
- Systematic organized approach to work.
- Flexibility and problem solving ability.
- Has initiative to identify problems and opportunities to be proactive.
- Ability to handle pressure and react quickly to situations.
- Uses in initiative to make timely decisions in challenging conditions and circumstances.
- Self-motivated and ability to motivate others.
- Tenacious and resilient.
- Ability to lead by example, motivate and develop employees.
- Ability to work autonomously and as part of a team.
- Excellent communication skills.
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