- Manage, coach and mentor a team of Advisors providing guidance in resolving customer issues by following defined processes ensuring an appropriate solution. Consistently reinforce a customer-first mindset.
- Provide support and/or personally handle complex customer cases and expertly resolve.
- Ensure the escalation processes are followed and successfully applied.
- Continually coach Client Service Advisors to improve their customer service and communication skills, ensuring their tone and language is professional and empathetic in handling delicate situations.
- Communicate KPI’s and sales goals to the team, track and monitor that targets are being met.
- Work with the Operations Manager to oversee, monitor and optimize daily workflow to ensure objectives are achieved. Partner with the management team to provide solutions to any issues.
- Develop and maintain brand awareness and history, product knowledge, business processes and systems expertise to meet ongoing customer and business needs.
- Track and complete weekly cases and calls, monitoring each advisor and implement plans to ensure the achievement of KPI’s and objectives are met.
- Ensure detailed and accurate records are being kept for each client using the technology provided and compliance is being maintained.
- In partnership with the management team and HR, ensure all health and safety guidelines are implemented, updated and adhered to.
- Develop excellent working relationships within the Dior network.
- Work cross functionally with peers, colleagues, retail partners and external vendors to ensure appropriate resolutions.
- Identify and assess opportunities for process improvement, both in the CSC, retailer network, and with any other partners.
경력 및 자격요건
- Minimum of 6 years previous experience in luxury customer service (preferably retail, hotel or concierge businesses) overseeing a team
- Previous Experience in a client call center mandatory
- Strong sense of initiative and solutions oriented with clear demonstration of a customer first mind-set
- Outstanding communication skills, both written and verbal
- Strong sales negotiation skills and clientelling experience
- Strong analytical and technical skills with excellent attention to detail; previous experience with Salesforce a plus
- Highly motivated, energetic and inspirational team leader
- Able to work a varied schedule including hours/days/nights/holidays and weekends
- Able to multi-task and prioritize competing tasks under pressure
- Fluent in English & mandarin, additional language fluency a plus (ideally either Japanese, Kr,Tai, French or Cantonese preferred)
- Proficient in Microsoft Office
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
