• Provides the practical guideline and coaching about customer complaints to the stores and supports Area Managers with the customer’s claims which couldn’t be solved at the stores properly.
• Administers guidelines and policies relating to core CS operations (CCC, A/S Service, Stores). Oversees the administration of these guidelines/policies. Interfaces with various departments, as needed, to address issues impacting service.
• Works with all functional departments and stores to ensure adequate training and communication to meet and exceed customer expectations and growth challenges
• Establishes and monitors CS KPIs
• Leads in handling customer’s inquiries, proposals and all kind of customer’s requests and develops effective work process to increase the customer’s satisfaction.
• Organises and executes customer service training to sales staffs, CS and A/S team.
• Organize and executes service activities, such as campaigns for developing SVC level.
• Develops and controls Customer Relationship Management process to protect and improve image & customer satisfaction in the point of customer service.
• Oversees customer inquiries handled by CCC and A/S Service team. Ensures effective resolution of customer problems, complaints and inquiries.
• Prepares analysis and reports for CCC, A/S Service team.
• Handles ad hoc duties as assigned
[Operational Improvement]
• Proactively identifies areas for operational improvement including tools and processes
• Works with retail operations dept. and other cross functional teams for strategy development
• Benchmarks service against external market and uplift internal capability to differentiate
• Develops and maintains awareness of industry best practices
• Able to build and lead innovative service creation and process improvement
경력 및 자격요건
1. Over 9 years of Customer Relations/ Customer Service/ Call Center experience in retail industry
2. Full understanding on the operation flow of luxury/ retail industry
3. Fluent in English. Fluency in French is a plus factor
4. Proficiency in MS office skills
5. Experience in a management role with a strong track record of delivering results
6. Excellent coaching and training skills
7. Excellent communication skills with ability to understand technical problems and clearly explain solutions to keep good business relation with employees, Management team and customers.
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
돌아가기
02-6281-5010
katk@nterway.com
