[담당업무]

Team management - Manage advisors on daily operations and handle escalated/delicate cases by channels.
- Leads the team by embracing the omnichannel and client-centric strategy
- Improve team performance and onsite 1:1 coaching for CA and SCA
- Plan and execute relevant promotions to achieve CS KPI together with team
- Uses quantitative and qualitative feedback for personalized training of advisors

Clienteling management
- Drive clienteling projects to offer exceptional experience at different stages in align with Central team.
- Leverages CRM skills to increase client engagement, recruitment, and retention.
- Performs outbound calls to reinforce Omnichannel journey by understanding client’s needs.
- Partners with Ecommerce and Retail on reporting issues, complains and general inquires to improve the omnichannel shopping experience of clients

[자격요건]

- Minimum 7 years in Customer Service / Call Center and managerial experience highly preferred
- Process oriented with ability to manage long-term and short-term projects in parallel
- Developed ability to put the client first with high interpersonal skills and empathy
- Strong problem-solving approach, motivational and people development skills
- Demonstrated leadership to influence and motivate a team towards results
- Excellent verbal and written communication
- Advanced knowledge of Microsoft Suite (including excel)