Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering world-class service? The SM Store, the Philippines' leading retail destination, is looking for a dynamic and service-oriented Customer Relations Services Manager to join our team in Cagayan de Oro.
In this role, you will be at the heart of our store operations, ensuring that every customer interaction reflects the SM brand of excellence. You will lead, mentor, and inspire our Customer Relations Service (CRS) personnel and oversee security operations to create a safe, welcoming, and efficient shopping environment. If you thrive in a fast-paced retail setting and possess the sharp problem-solving skills needed to manage diverse teams, this is the perfect opportunity to advance your career with an industry giant.
Tanggung Jawab
- Lead, coach, and supervise Customer Relations Service (CRS) staff to ensure high-quality service delivery.
- Manage and oversee security guard deployment and site security protocols to ensure store safety.
- Resolve high-level customer complaints and disputes with professionalism and diplomacy.
- Monitor and analyze daily service metrics to drive continuous improvement in store operations.
- Coordinate with internal departments to ensure seamless support for sales floor and customer transactions.
- Conduct regular training sessions for personnel regarding service standards and emergency response procedures.
- Maintain compliance with company policies, government regulations, and safety standards.
Kualifikasi
- Bachelor’s Degree in Business Administration, Hospitality Management, or any related field.
- Minimum of 3-5 years of experience in customer service management, retail operations, or security administration.
- Strong leadership skills with the ability to manage diverse teams in a high-pressure environment.
- Excellent communication and conflict resolution skills.
- Proficient in MS Office Suite and retail management software.
- Ability to work flexible hours, including weekends and holidays, as per store operations.
- A proactive mindset with a keen eye for operational efficiency and security best practices.