[´ã´ç¾÷¹«] 1. Establish a Client communication strategy - Identify local specifications of customer communication and develop local communication strategy under diverse circumstances such as KB (Kelly & Birkin) wish, customer claim, know-how to respond to unusual customer behavior, etc - Develop the client strategy by group client segmentation and guide stores to implement proper communication by client nature at local stores. - Provide recommendations on the way to target clients for communications and events. 2. Customer Service - Provide practical guidelines and coaching about customer complaints to the stores and support Area Managers with the customer¡¯s claims which couldn¡¯t be solved at the stores properly - Manage guidelines and policies relating to core CS operations. Oversee the administration of these guidelines/policies. Interface with various departments, as needed, to address issues impacting service. - Work with all functional departments and stores to ensure adequate training and communication to meet and exceed customer expectations and growth challenges. - Establish and monitor CS KPIs - Lead in handling customer inquiries, proposals, and all kinds of customer requests and develop effective work processes to increase the customer¡¯s satisfaction. - Organize and execute customer service training for sales and CRC employees - Conduct field coaching to improve communication skills and staff productivity both quantitatively and qualitatively. - Develop ¡®COMPANY Client communication¡¯ training material in line with local needs. - Regularly check training programs and manuals if they¡¯re updated and effective enough. - Organize and execute service activities, such as campaigns for developing service level. - Handle ad hoc duties as assigned 3. Operational Improvement - Proactively identify areas for operational improvement including tools and processes - Work with retail operations department and other cross-functional teams for strategy development - Benchmark service against the external market and uplift internal capability to differentiate - Develop and maintain awareness of industry best practices - Able to build and lead innovative service creation and process improvement.
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- Over 9 years of Customer
Relations, Customer Service, Call Center experience in retail industry - Full understanding on the
operation flow of luxury/ retail industry - Fluent in English. Fluency in
French is a plus - Proficiency in MS office
skills - Experience in a management
role with a strong track record of delivering results - Excellent coaching and
training skills
- Excellent communication
skills with ability to understand technical problems and clearly explain
solutions to keep good business relation with employees, Management team, and
customers
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