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※ This position opening has been closed If you have any inquiry, please contact the consultant directly for more information. |
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| :: CLIENT SERVICE MANAGER :: | |
| Company Introduction | 글로벌 패션명품 회사 |
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| Job Description | 1) SET-UP & MANAGEMENT OF CSC • Assist with User Acceptance Test and Quality Assurance for the Korean site and Customer Service tools/ Platform. Develop the standard operating procedure, following Brand global standard and local best practices. • Responsible for day-to-day running of the CSC ensuring service levels are met, issues/complaints resolved properly and positively, and sales targets are achieved. • Act as primary liaison for the local warehouse, follow-up on oooo.co.kr orders (changes in status, back-orders, etc.). Ensure timely order processing, and communicate relevant updates on product, expected order volume, etc. • Manage sales operations and lead campaign executions including CS orders, pre-orders, special orders, CRM campaigns, and later, omni-channel services in collaboration with physical store managers • Ensure performance visibility by providing regular updates on sales results and performance to management, including calls, email and social channels inquiries, returns, delivery, orders, etc. • Forecast contact volumes and plan ahead the opening hours and resource requirements especially for peak seasons 2) CLIENT EXPERIENCE & COMMUNICATION • Provide a positive, courteous and pleasant customer experience. Demonstrate high professionalism in sharing brand story and product knowledge when communicating with clients in all channels. • Be proficient in advising clients on brand styling and wardrobe. Strive to discover the clients and their needs, and to guide them across the Brand. • Resolve all escalated complaints, turning negative scenarios into a positive outcome/ opportunity. |
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| Job Requirement | • Minimum 5 years experience of management experience in a call centre or service centre environment, preferably within the luxury retail industry • Proven experience in communicating and influencing across job levels with both internal and external partners • Clear demonstration of a customer first mind-set • Highly motivated, energetic and inspirational team leader • Demonstrated agility and ability to deal with ambiguity, solve for both service level problems and the challenges of minute-to-minute change • Excellent analytical and quantitative skills • Strong interpersonal skills and ability to provide feedback in a constructive and professional way • Able to work a varied schedule including hours/days/nights/holidays and weekends • Proficient in Microsoft Office including MS Excel skills. • Salesforce knowledge is a plus • Fluent in written & spoken English |
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| Location | 서울 | Degree Level | 대졸이상 |
| Career Level | [과장급] | ||
| No. of Recruitment | 1 | ||
| Salary | 협의 | ||
| Required Document | 영문이력서 및 경력기술서 | ||
| Others | - 원서 마감후 1차(서류) 합격자에 한하여 개별연락 - 제출된 서류는 일체 반환하지 않습니다. - 해외여행에 결격 사유가 없는 자 - 이력서에 연락처, 희망연봉 게재 |
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| Contact/Inquiry | 이성숙 / 전무이사 02-6281- 5025 alysha@nterway.com |
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