- Commercial & Operational Excellence
• Secure the launch of the hub & ensure seamless transition from 3rd party provider based in Paris
• Responsible for achieving customer service key performance indicators (KPIs), sales targets & objectives, controlling expenses and maintaining and achieving high operational standards
• Constantly developing and implementing initiatives which further optimizes business performance and client satisfaction for the Client Service Center by supporting eCommerce and Retail by reviewing and analyzing key indicators on an ongoing basis
• Working in collaboration with head office and retail partners in order to support and maintain a strong working relationship across all departments
• Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customer expectations.
• Full responsibility for P&L of the Client Services Center
• Ensure volume forecasts & planning requirements are built to manage peak volume periods.
• Ensure highest standards of customer care is delivered & maintained in all aspects of the CSC function
• Manage client escalations and provide creative solutions for enhanced client experience.
• Oversee & support with all recruitment initiatives for the CSC thus ensuring that we attract & retain the best caliber individuals within the marketplace.
• In collaboration with the HR team, ensure that the Service Center has the correct level of staffing in order to maximize on resources while ensuring that all periods of peak traffic are sufficiently met
• Implement retention initiatives and collaborate with the HR team to provide internal developmental opportunities for our top performers
• Identify individual and team training needs and in collaboration with the Training Manager create and implement regular training sessions
경력 및 자격요건
• Over 15 years of leadership or management experience, preferably gained in customer service setting
• Experience of working within an in-house call center environment which supports a multi-channel & multi-product organization
• Previous retail experience in luxury retail is preferred
• Strong leadership skills with the ability to motivate and engage a large diverse team
• Excellent verbal and written communication skills both in Korean and English
• Strong problem-solving skills
• A natural flare for delivering world class customer services
• Be approachable, proactive and solution-oriented
• A genuine passion for understanding people’s motivations and mindset with inherit ability to mediate challenging people-based challenges
• Act as a role model and lead by example by being present on the call center floor
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
