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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 Services Center- Team Leader :: | |
| Company Introduction | 해외 럭셔리 브랜드사 |
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| Job Description | - 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. |
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| Job Requirement | - 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 |
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| Location | 서울 | Degree Level | 대졸이상 |
| Career Level | [차장급][과장급] | ||
| No. of Recruitment | 2 | ||
| Salary | 협의 | ||
| Required Document | 이력서 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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