Customer Service Manager
Hazar Fashion Design
Total des années d'expérience :13 years, 5 Mois
⦁Managing team of ten staff and and leading s towards achieving sales targets
⦁Doing KPI and set with customer service supervisor monthly training for each employee
•Doing frequent meetings to encourage the team members and share effective workarounds
⦁Managing smartly and effectively minor or major sudden changes, like delivery delays and staff conflicts, to ensure the workplace is running efficiently
⦁Handling customers’ complaints in a diplomatic way and offering suitable solutions
•Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
⦁Supporting the HR manager in hiring new members and training them successfully till they achieve the highest performance
⦁Taking the responsibility of staff grooming, buying seasonal uniform, sales and service team Rota including annual leaves and days off
⦁Working closely with the marketing manager regrading customers’ requests coming from social media like website, WhatsApp and Instagram to promote the new products and highlight slow moving stock
⦁Collecting rich customer data and feedback based on inquiries from social media and discussing with the production team ideas for the new collection based on the trends in the market
•Ensuring that the work in both sales and service departments are running effectively
•Gathering customer feedback and share with our Product, Sales and Marketing teams and maintaining customers date updated
⦁Reporting directly to the executive manager and coordinating between sales and other departments including marketing, production, HR and finance
⦁Analyzing data using Excel and preparing different types of reports like daily customers flow, fast and slow moving products, customers’ requests etc..
⦁Preparing schedules for drivers, production and service teams to make sure that all the orders are ready and will be delivered to customers or received back to the company before the deadline
⦁Providing regular strategic plan according to business performance and identifying the right tools to implement it
⦁Handling multiple duties with accuracy and prioritizing the tasks into daily, weekly and monthly
⦁Preparing photos and content of each product in the stock and arranging them in easy ways to be used by everyone in the workplace
⦁Participating in photoshoot plan by organizing the products and setting the schedule for picking-up and dropping back the staff
⦁Searching with the finance manager ways to reduce company’s costs and seeking options to regain the customers who visited the boutique without having deal with them
⦁Updating necessary terms and conditions in the contract set with the customers who are renting or buying products
⦁Doing invoices and following up with the customers who paid through installments
⦁Supervising staff performance to achieve their individual and store targets
⦁Training the staff about the new products, VM, security procedures
⦁Reviewing staff schedule and change their shifts when required
⦁Focusing on clientele by personalizing the customer service through multiple tools like WhatsApp, Emails, gifting activities and enhancing long term relationship with customers through loyalty programs
⦁Getting feedback from customers and setting seasonal buying plan with the buyers for ordering the collections
⦁Preparing digital catalogues of full outfits for the customers depending on their preference and needs
⦁Placing weekly orders for packaging, stationary, pantry needs..
⦁Managing warehouse deliveries and store to store transfers in and out
⦁Maintaining stock by checking inventory discrepancies and ensuring all the items have the correct barcodes, price tags and are stored well
⦁Preparing daily and monthly reports: KPI, consignments, store adjustments, daily check up lists, cash reports, incident reports
⦁Opening and closing the till, making invoices and handling the petty cash
⦁Following up with repair cases, after-sales service and customer complaints
⦁Evaluating market by gathering information of competitive merchandise such as style, quality and prices
⦁Got two green cards for participating in Stock Loss Prevention program and adding positive energy to the team
⦁Had the opportunity to work with various managements in different locations and departments: handbags, accessories, shoes, RTW and Kids
⦁Participated in store inventory and was initiative to work extra hours
⦁Created a welcoming environment for all customers by greeting and assisting; as well as quickly responding to customer inquiries and needs
⦁Provided exceptional customer service specially to the VIPs