Retail Customer Service Manager and Trainer
1.
Customer Service Management (Enquiries and Feedback)
- Respond to customer enquiries and feedback received via email, Facebook, and other communication channels.
- Handle customer issues related to OG membership accounts and the OG eShop.
- Resolve escalated customer complaints promptly and professionally.
- Monitor service quality through feedback and implement improvements where necessary.
- Ensure company policies, procedures, and service standards are consistently met across all departments.
2.
Training & Development
- Plan, develop and conduct training programmes on customer service, selling skills, handling difficult situations, staff coaching, product knowledge, and other relevant topics.
- Develop and update SOP handbooks to support learning and operational consistency.
- Monitor staff performance post-training and perform coaching where needed.
- Conduct periodic refresher courses to reinforce key skills and knowledge.
- Collaborate with department heads to identify training gaps and work with external providers when appropriate.
- Participate in new staff orientation, employee counselling sessions, disciplinary discussions, and grievance handling in collaboration with HR.
4.
Other Responsibilities
- Serve as the appointed building Fire Safety Manager (training and certification will be provided).
- Act as Compliance Officer for PSPM (Precious Stones and Precious Metals).
- Act as Compliance Officer for PDPA (Personal Data Protection Act).
Qualifications, Requirements and other Information
- 5 day work week
- Diploma/Degree in Business, Retail Management, or a related field.
- WSQ Advanced Certificate in Learning and Performance (ACLP) 2.0 or ACTA certification preferred
- Minimum 3–5 years’ experience in training and development or retail customer service, with at least 2 years in a supervisory role.
- Strong communication, interpersonal, and conflict-resolution skills.
- Demonstrated experience in training delivery and staff development.
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