1) SET-UP & MANAGEMENT OF CSC
• Assist with User Acceptance Test and Quality Assurance for the Korean site and Customer Service tools/ Platform. Develop the standard operating procedure, following Brand global standard and local best practices.
• Responsible for day-to-day running of the CSC ensuring service levels are met, issues/complaints resolved properly and positively, and sales targets are achieved.
• Act as primary liaison for the local warehouse, follow-up on oooo.co.kr orders (changes in status, back-orders, etc.). Ensure timely order processing, and communicate relevant updates on product, expected order volume, etc.
• Manage sales operations and lead campaign executions including CS orders, pre-orders, special orders, CRM campaigns, and later, omni-channel services in collaboration with physical store managers
• Ensure performance visibility by providing regular updates on sales results and performance to management, including calls, email and social channels inquiries, returns, delivery, orders, etc.
• Forecast contact volumes and plan ahead the opening hours and resource requirements especially for peak seasons
2) CLIENT EXPERIENCE & COMMUNICATION
• Provide a positive, courteous and pleasant customer experience. Demonstrate high professionalism in sharing brand story and product knowledge when communicating with clients in all channels.
• Be proficient in advising clients on brand styling and wardrobe. Strive to discover the clients and their needs, and to guide them across the Brand.
• Resolve all escalated complaints, turning negative scenarios into a positive outcome/ opportunity.
경력 및 자격요건
• Minimum 5 years experience of management experience in a call centre or service centre environment, preferably within the luxury retail industry
• Proven experience in communicating and influencing across job levels with both internal and external partners
• Clear demonstration of a customer first mind-set
• Highly motivated, energetic and inspirational team leader
• Demonstrated agility and ability to deal with ambiguity, solve for both service level problems and the challenges of minute-to-minute change
• Excellent analytical and quantitative skills
• Strong interpersonal skills and ability to provide feedback in a constructive and professional way
• Able to work a varied schedule including hours/days/nights/holidays and weekends
• Proficient in Microsoft Office including MS Excel skills.
• Salesforce knowledge is a plus
• Fluent in written & spoken English
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
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돌아가기
02-6281-5025
alysha@nterway.com
