Customer Service Manager

2 days ago

Yogyakarta, Yogyakarta, Indonesia Decathlon Indonesia Full time

At Decathlon, the Customer Service Manager's mission is to delight our customers, across all our channels and touchpoints & support the store business.


As a Customer Service Manager, my main responsibilities will be:


To build & lead local customer engagement and satisfaction project across all channels
- I implement and animate the "satisfied or satisfied" policy, close to the leaders.
- I am the link between the store, E-commerce, instore services including the welcome desk team to satisfy any request from any customer.
- I implement the engagement program to retain active members and engage new ones.

To delight my customers through an efficient and satisfying checkout experience.
- I ensure a qualitative welcome desk and employee grooming, embodying it at store level by animating it functionally.
- Pilot my tills activity in order to ensure secure, efficient and autonomous checkout for customers through app and tills.
- Control my team is trained to ensure the safety and security of my customers.

To animate and develop my business
- Support the store's economic performances through the economic and layout management of commercial areas in the store.
- I coordinate myself and my team if I have one with the sustainable TO leader in order to optimize my returns for sustainable TO.

- I organize and sign partnerships, permanent (yearly) and temporary (events), with local communities to increase our local awareness and brand visibility

To develop, motivate and take care of the human capital in my team
- Build and manage my human dream team aligned with the sports project.
- I ensure the Learning & Development of my teammates. I manage my Team (Team & Individual meetings, mission, monthly meeting, timely remuneration & performance).
- Adopt ethical HR and up to date practices

To conduct this important mission in store, we are looking for people who are:

- Experience in retail store leadership role

- Fluent in English and Bahasa Indonesia (verbal and written)

- Customer centric

- Results-oriented

- Empowering others

- Have strong organizational sense

- Team player

- Passionate about sports

Competitive payroll+bonus / Comprehensive medical insurance / Global shareholding program / 12 days of paid annual leave / Discount on Decathlon product / New hire starter kit / Various career opportunities domestic and international / 40 working hours per week / 2 day off per week

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