[담당업무]

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.

[자격요건]

경력사항: 경력(9년 이상 )
학력사항: 대학교(4년)졸업

- 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

[우대사항]

외국어: 영어 회화가능,독해가능,작문가능