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Exchange and Return Manager

Our Client is international home furnishing company from European Country. They are works towards creating a better everyday life at home for the many people by offering well-designed, functional home furnishing  products at prices so low that as many people as position as possible can afford them.  Today the company employs over 135,000 people in 40 countries, but our beginnings were humble, having started in small town in European Country, with just a handful of down-to-earth, ordinary people with passion for home furnishing.

 

Position:                     Exchange and Return Manager  

Job Type:                    Permanent

Location:                    Bangna, Bangkok

Salary Range:             40,000 - 50,000 THB

Benefit:          

• Dental insurance
• Five-day work week
• Free shuttle bus
• Life insurance
• Medical insurance
• Performance bonus

 

Responsibilities:

• The top priority is to give the customers a positive exchanges and returns experience by:
• Leading and managing the team to have the knowledge, confidence, authority and desire to resolve customer complaints.
• Be available to support the team when they cannot resolve a customer’s need, dealing positively and quickly with the issue raised by the customer.
• Ensure we listen to our customers and use our knowledge of both the products.
• Spend most of the working time in the exchanges and returns area, supporting the team and ensure the customer leaves with a positive impression of the store and wanting to come back.
• Analyze customer feedback to identify the root causes of issues which impact negatively on the service we offer to our customers. Feedback the results of this to the customer relations manager, to improve the future shopping experience for our customers.
• Manage the team to optimize the relationship with customers when they exchange and return products in order to increase customer satisfaction and create the desire to want to return and shop again.
• Actively act on the findings from root cause analysis, direct issues appropriately to where the problem can be resolved. Implement changes which will improve customers’ satisfaction.
• Understand the importance of accurate stock inventory and how my own actions impact on this.
• Use customer feedback with the commercial team to improve the service to our customers now and in the future.
• Develop an exchanges and returns action plan for the store based on the insights from customer feedback, the store's customer relations plan, taking input from the Customer Relations manager and the E&R team

 

Qualifications

• Bachelor degree in any discipline
• At least 5 yrs. of relevant experience in a customer-focused service industry, preferably in a retail store.
• Experience of working in a high volume and fast-paced retail business environment.
• Strong English proficiency
• Possess excellent communication, interpersonal and negotiation skills.
• A matured team player, resourceful, self-motivated with high integrity.
• Computer proficiency, on Microsoft Office package. 
• Flexible to work on Saturday or Sunday or public holidays, (by work roster- 5 working days, 2 day-off)

 

Please submit a brief covering letter and your updated CV which fully details your qualifications and experience including present and expected salary, availability and a recent photograph to mallika.r@orenburg.co.th(Call 02-634 1722 ext. 12)

We thank you for your interest in applying for the position and please note that only shortlisted candidates will be contacted for further correspondence. 

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