1. AFTER SALES SERVICE
• Offers guidelines and policies of AS operations (A/S team, Stores, Artisans). Oversees the administration of these guidelines/policies. Interfaces with various departments, as needed, to address issues impacting service.
• Improve overall After Sales service level and After Sales product quality.
• Works with all functional departments and stores to provide adequate trainings and communication to meet and exceed customer expectations and growth challenges.
• Establishes and monitors AS KPIs
• Leads in handling customer’s inquiries, proposals and requests and develops effective work process to increase the customer’s satisfaction.
• Oversees customer inquiries handled by A/S Service team. Ensures effective resolution of customer problems, complaints and inquiries regarding repairs and product quality.
• Develops and controls Customer Relationship Management process to protect and improve Brand image & customer satisfaction in terms of customer After Sales Service.
• Prepares analysis and reports for A/S Service team.
• Handles ad hoc duties as assigned.
2. 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 efficient After Sales Service process and improve weak areas.
3. PROJECT MANAGEMENT
• Proactively leads global projects to set-up efficient work process in stores. This will require knowledge of AS process, AS repair cases, store environment, & system.
• Need to have close communication with Global HQ.
• Should be able to train AS team members and store employees to deliver new process of the projects.
경력 및 자격요건
• Over 12 years of After Sales Service experience in retail industry, preferably in luxury retail industry
• Understanding on the operation flow of luxury/ retail industry
• Fluent in English. Fluency in French is a plus factor.
• Proficiency in MS office skills
• Experience in a management role with a strong track record of delivering results.
• Excellent project management skills
• Excellent people management skills
• Excellent communication skills with ability to understand technical problems and to execute solutions clearly.
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
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02-6281-5025
alysha@nterway.com
