1. LAUNCH CLIENT RELATIONS CENTER IN HERMES KOREA
• Develop work program (SOP) for each area of operation including handling customer request,
CRM, E-commerce operation and sales generation
• Understand and adopt Hermes service standard to all aspects of operation to shape quality of
service in CRC
• Set up new IT systems required for operation
• Define KPIs and develop evaluation system to manage individual and group performance
• Oversee new client service projects proposed by Central Paris team
2. MANAGE DAILY OPERATION OF CLIENT RELATIONS CENTER
• Understand client needs to bring up the best solution to the client beyond answering to client
questions
• CRC operation includes customer counselling on product, complain handling, managing customer
data, providing AS status update and maintenance advice, assisting customer’s refund and
exchange, daily e-commerce order validation, back-office order creation
• Manage customer dispute in communication with internal teams
• Analyse VOC to provide feedback to internal teams
3. BUILD A STRONG TEAM
• Recruit best talent to build a strong team
• Define roles and responsibilities of each coordinator to optimize resource
• Deliver needed coaching on the floor while organize a group training to improve competency of
the organization
경력 및 자격요건
1. Professional customer service career in luxury fashion, hospitality, or VIP financial service
• Sensitivity to understand client needs and mature skill to deal with various client concerns
• Professional certificate related to personal / organizational coaching are plus
2. Digital knowledge
• Fast learner of digital tools
• Knowledge and interest in launching new tool prodigital design is preferred but not required
• Highly skilled in Excel and PowerPoint
REQUIREMENTS & CAPABILITIES:
• Ideally 8-10 years of professional experience in CS preferably in luxury retail industry
• At least 2 years of experience in team management is required
• University degree in related field
• Korean and business level of English skills are required
• Self-motivated, passion to grow with challenges
• Good communication skills
• Inspiring leadership, people-oriented mind
• Luxury and fashion trends knowledge and interest
• Interest in digital
• Ability to work under pressure
• Highly organized with exceptional attention to detail
담당업무
입사지원
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02-6281-5025
alysha@nterway.com
