Responsable de Département Adjoint(e) Services Clients F/H
Fnac · Nice, Provence-Alpes-Côte d'Azur, France
- On site
- Full-time
- €45,000 / year
- Nice, Provence-Alpes-Côte d'Azur, France
Job highlights
- Assist in managing customer service department.
- Co-manage budget and ensure profitability.
- Recruit, train, and develop team.
- Optimize sales policy and customer loyalty.
- Resolve complex customer disputes.
About the role
Assistant Customer Service Manager
Reporting to the Customer Service Department Manager, you will assist the manager in the piloting, development, and profitability of the store's customer service department.
Mission
- You will co-manage the development of the department's budget in conjunction with the department manager.
- You will ensure the profitability of the service and the achievement of results.
- You will optimize and ensure adherence to procedures within the department.
- You will participate in the recruitment, training, and development of the team.
- You will implement and optimize the service sales policy and customer loyalty initiatives, focusing on reception, checkout, ticketing, membership (FNAC member card)/financing.
- You will decide on exceptional solutions to resolve the most complex customer disputes.
Profile
You enjoy working in contact with the client and possess natural leadership. You have previous experience in leading a customer service team, ideally gained in the retail sector.
You are open to change but also proactive. As a true leader, you are recognized for fostering and supporting initiative within the team. Your customer service orientation, autonomy, and ability to work in a team will make the difference. You are open to change but also proactive.
Full-time position, executive status, at the NICE store.
Opportunities for advancement through internal mobility are real and prioritized.
Key skills/competency
- Customer Service Management
- Team Leadership
- Budget Management
- Sales Policy Implementation
- Customer Loyalty
- Problem Solving
- Recruitment and Training
- Retail Operations
- Performance Optimization
- Interpersonal Skills
Skills & topics
- Assistant Customer Service Manager
- Customer Service
- Retail Management
- Team Leadership
- Budget Management
- Sales
- Customer Loyalty
- Fnac
- Nice
- Hiring
How to get hired
- Tailor your resume: Highlight leadership and customer service experience relevant to retail.
- Showcase team management skills: Provide examples of recruitment, training, and team development.
- Demonstrate problem-solving abilities: Detail instances of resolving complex customer issues.
- Emphasize proactive approach: Mention your openness to change and initiative-taking.
- Network within Fnac: Explore internal mobility opportunities and connect with employees.
Technical preparation
Review Fnac's customer service procedures.,Familiarize yourself with sales and loyalty policies.,Understand budget management principles.,Practice resolving customer service disputes.
Behavioral questions
Describe leading a customer service team.,How do you handle complex customer issues?,Give an example of fostering team initiative.,How do you adapt to change in retail?
Frequently asked questions
- What are the primary responsibilities of an Assistant Customer Service Manager at Fnac Nice?
- The Assistant Customer Service Manager at Fnac Nice assists the department manager in piloting, developing, and ensuring the profitability of the customer service department. This includes co-managing the budget, optimizing procedures, participating in recruitment and training, implementing sales policies, and resolving complex customer disputes.
- What kind of leadership qualities is Fnac looking for in an Assistant Customer Service Manager candidate?
- Fnac is seeking candidates with natural leadership who enjoy working with customers. They value leaders who foster and support initiative within the team, are autonomous, and can collaborate effectively in a team environment, while also being open to change and proactive.
- What is the required experience for the Assistant Customer Service Manager role at Fnac?
- The role requires previous experience in leading a customer service team, ideally gained within the retail sector. Experience working directly with clients and demonstrating strong customer service skills are essential.
- Is this Assistant Customer Service Manager position at Fnac full-time or part-time?
- This is a full-time position with executive status ('statut cadre') at the Fnac store in NICE.
- Are there opportunities for career advancement within Fnac for an Assistant Customer Service Manager?
- Yes, Fnac emphasizes that opportunities for advancement through internal mobility are real and prioritized for this role, offering a clear path for career growth within the company.
- What does Fnac mean by 'open to change but also proactive' for this role?
- This means Fnac is looking for someone adaptable to evolving retail environments and customer needs, who also takes initiative to propose and implement improvements within the customer service department.
- How does the Assistant Customer Service Manager contribute to customer loyalty at Fnac?
- The Assistant Customer Service Manager plays a key role in implementing and optimizing the customer loyalty policy. This involves focusing on excellent service at various touchpoints like reception, checkout, ticketing, and managing membership programs like the FNAC member card.