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[담당업무] 1. LAUNCH CLIENT RELATIONS CENTER IN BRAND KOREA
- Develop work program (SOP) for each area of operation including handling customer request, CRM, E-commerce operation and sales generation
- Understand and adopt Brand 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
4. CROSS FUNCTIONAL COLLABORATION
- Collaborate with relevant teams and stores to resolve client service cases
- Communicate with internal and external stakeholders to enhance customers' satisfaction in consistent manner
- Partner with Retail Management to ensure that consistently high standard of CS is in place across sales channel (stores and eCom)
O SKILL & KNOWLEDGE:
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
[근무부서 및 직급/직책]
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[자격요건] 경력사항: 경력(8년 이상 )
학력사항: 대학교(4년)졸업
[우대사항] 외국어: 영어 회화가능,독해가능,작문가능
- 8~10years of professional
experience in CS Manager or Assistant Manager position. - 2 years of experience in team
management is must - University graduate - 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
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