1.Client Service Management
: Elevate client experience by consistently delivering memorable moments
•Define and deliver KPIs based on business requirements, omni channel sales and clients’ needs
•Create a culture where all client advisors contribute towards a consistently high standard of client satisfaction by defining, modeling and holding staffs accountable for demonstrating behaviors that enhance client engagement and represent brand values
•Take actions on VOC performance and client feedback/complaints to improve client service
•Follow up open cases with clients and related teams to ensure cases close in timely manner
•Drive continuous improvements for client experience
2.Business Accountability (Sales)
: Contribute to sales achievement and drive lifetime loyalty and spend
•Foster a climate of Sales Excellence - Enhance client engagement and build enduring relationships that create lifetime value through repeat sales
•Lead by example and demonstrate the value of increasing client loyalty, retention and new client acquisition
•Support e-Commerce sales order management operations for Client Care Center by cross-functional alignments
3. Talent Management
: Elevate and retain talent to ensure a winning team and create a best-in-class service organization
•Develop and execute a Talent Strategy for client service team to recruit, retain and develop a high performing team
•Continuously encourage, coach and provide qualitative feedback to keep CS team high standard
•Identify area for improvement or training needs
•Keep CS team abreast of new products or any changes in SOP
4. Data Integrity / Riks & Control / Reporting/ Projects Management
경력 및 자격요건
• More than 10 years experiences in Client Service, Client Service training or sales management in retail or luxury retail industry
• 3+ years’ Experiences in team management
• University graduate
• Strong communication skills (Higher than intermediate English required)
• Strong client oriented and people focus
• Solid knowledge of client service management
• Proficient OA skill
[ 우대사항 ]
• Client service experience in luxury industry
• e-Commerce operations experience
• Experience in global communication and reporting (to HQ)
담당업무
02-6281-5009
janam@nterway.com
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