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Job Description
Would you like to build a smashing career in Retail around Sports?
The World’s Largest Sports Retailer is recruiting passionate sports people!
We believe people are at the heart of our business, we believe innovation is endless and we believe freedom to decide and act is vital in building a strong workforce.
Game changers and sports enthusiasts, our doors are wide open for you!
We are hiring at these stores:
Decathlon Shah Alam
Decathlon Petaling Jaya
Decathlon KL East Mall
Decathlon MYTOWN
Decathlon Bandar Sri Damansara
Decathlon USJ
Decathlon Old Klang Road
Decathlon Four Seasons,KL City Centre
Decathlon Puchong
Decathlon D’Pulze Mall,Cyberjaya
New Store Opening: 2023
Decathlon Johor Bahru (Opening Jan 2023)
Decathlon Putrajaya (2023)
Responsibilities:
Ensure proper quality of services and strict adherence to process by our in store policy
Work cross-functionally with stakeholders and support teams to ensure world-class customer service in stores
1.Data collection and response
- To ensure the collection of DATA by facilitating qualitative identification
- To know my customers because I identified them by their membership for each service
- To ensure the delightment rate at store level
- To reply to my customers because of his information.
- To propose services in function of the DATA
- To ensure the safety of DATA
2.Welcome Desk and Cashiering In store
- To create schedule with the right hours at the right time
- To secure people and flows on the checkout line
- To ensure the Back Office inline with decathlon standards
- To ensure payment/refund are following deadlines
- To guarantee that welcome desk procedures meet decathlon standards
3.Customer Satisfaction
- Know and master all the services offered by Decathlon (workshop, easy payment, gift card, product test, delivery, click and collect, drive thru, assembly, etc)
- Formalize and communicate a service policy in line with store strategies
- Facilitate the daily monitoring, development and updating of my service policy
- To drive loyalty programs
- To facilitate sports practice (Events, Decathlon activities, partnerships, out store)
4. To ensure proper quality of services and strict adherence to process by our in store policy
- To adapt the communication locally. (Social networks, posting)
- To lead and train in the interaction between teammates and customers (Open voice, live chat, google business, meeting in store)
- To lead the satisfaction policy
- To guarantee a good quality customer experience in all the service centers of my store
- To Identify process and policy improvements to enhance customer service experience and increase productivity.
5.To empower ,to manage and to train
- Manage staffing, employee, engagement, reward & recognition, training and development of high performance team
6.To guarantee the safety of my teams & customers / users:
- To know and implement the rules of prevention and reaction to fire and evacuation and guarantee the basics of safety in cashier line
- To adopt the right gestures and the right postures (ergonomics, dangerous product)
- To ensure the protection of the data of my Customers and Users
- To guarantee the product safety policy (recall management, product traceability, guarantee of used products, etc.)
- To maintain a neutral posture, I know how to deal with an unhappy customer and manage the situation safely
To be successful in this role:
- Strong communication skills in English and Bahasa Malaysia (written and spoken) are essential
- Minimum qualifications Bachelor’s Degree/Diploma is required.
- You have strong 3-4 years working experience in customer service/ managing a team
- You are at ease with IT tools and love to manage people and projects, functionally(able to use Google spreadsheets is a plus).
- Natural leadership and experience in team management at a personal and/or professional level
- Able to communicate and work effectively with all levels of the organization
- Have a strong desire for continuous improvement and eager to learn
- Enjoy working in a vibrant and agile environment
- Strong interpersonal skills- someone who is ever ready to engage, listen and the ability to influence
What you can expect?
Join a global organization of people who are connected through Sports
Competitive benefits and bonus system
Employee discount
Be apart of our exclusive Shareholding Program
Wide range of career opportunities locally and globally
