Customer Service Supervisor - Rustans Makati

RUSTAN COMMERCIAL CORPORATION; Makati; On-site; PHP 335,000 - 502,000; Full time

Job summary

Rustan Commercial Corporation in Makati is seeking a supervisory role for concierge operations to ensure smooth service at the store’s counters, including alterations, gift wrapping, and private imprints. The position emphasizes customer-focused service and adherence to company standards across all counter activities.

The role requires a college degree in Business and Hospitality and at least 2 years in a service-oriented environment, with strong emphasis on complaints handling, training, and

Qualifications

• College degree in Business and Hospitality is required.
• 2 years work experience in service-oriented industry is preferred.

Responsibilities

• Oversees the daily operations of the store’s concierge, private imprints, alteration services area and gift wrapping counters to ensure quality service to customers.
• Reports incidents, irregularities, and customer complaints requiring superior’s action; coordinates corrective measures.
• Recommends policies and procedures to improve customer service and loyalty programs; ensures implementation across counters.
• Prepares staff shifting schedules and allocates work assignments to meet quality standards; evaluates staff performance.
• Monitors the preparation of monthly performance/productivity reports for timely delivery.
• Requests new equipment/supplies for requisition to maintain adequate stock.
• Maintains cleanliness and orderliness of counters to ensure compliance with standards.
• Secures counter merchandise to prevent pilferage/loss.
• Education
• Experience
• Technical Competencies
• Behavioral Competencies

Skills

Computer literacy

Merchandise knowledge

Complaint handling

Training

International trading knowledge

Education

College degree in Business and Hospitality

2 years work experience in service-oriented industry

Job description

Job Summary

Responsible for the smooth and efficient operations of the store’s concierge counters, with the objective of providing customer-focused and quality service.

Primary Accountabilities

A. Counter Operations

1. Oversees the daily operations of the store’s concierge, private imprints, alteration services area and gift wrapping counters to ensure quality service to customers.

2. Reports any incidents, irregularities, customer complaints that require immediate superior’s output on actions/measures that need to be taken.

B. Policies & Procedures

1. Recommends policies and procedures that will enhance/improve the delivery of customer service/customer loyalty programs.

2. Disseminates to Counter Clerks the company policies and procedures on counter operations and monitors implementation to ensure consistency, effectivity and compliance.

C. People Management

1. Prepares shifting schedule of staff, allocates and oversees work assignments to ensure they meet established quality standards.

2. Evaluates staff performance to ensure productivity and competence.

D. REPORTS

1. Monitors the preparation of monthly performance/productivity reports to ensure timely delivery.

E. Administrative

1. Requests new equipment/supplies for requisition to ensure adequate stock.

2. Maintains cleanliness and orderliness of counters to ensure compliance to establishment’s standards.

3. Secures counter merchandise to prevent pilferage/loss.

Education

College degree in Business and Hospitality

Experience

2 years work experience in service-oriented industry

Technical Competencies

Computer literate, merchandise facts, complaint handling, training, international trading knowledge

Behavioral Competencies

Building customer loyalty, communication, customer focus, coaching