[담당업무]

• Leads by example and fosters an environment which puts the client experience at the center and sets the standard for a high touch luxury service
• Manages and mentors a team of client service agents including
• Prepares and uses a holistic set of tools including reporting, quality monitoring (call listening etc), and client feedback to delivery regular performance coaching conversations
• Creates team understanding and motivation to exceed KPI for quality and productivity
• Guides each agent to develop their individual potential and organizes the team to balance strengths/weaknesses across the group
• Acts as a support to the team while also building problem solving skills and guiding agents towards autonomy
• Takes a lead role in administering training for new and seasonal hires, ongoing training and refreshers for policy/procedures, soft skills (selling, de-escalation, problem solving), client development or agent development as needed
• Assists in developing and executing strategies that drive client retention and engagement
• Assists and equips the Client Services team with support to provide clients with resolution for all pre/post sale inquires including delivery, returns, repairs, and refunds
• Works to resolve all escalated issues quickly and in a professional matter
• Acts as a lead contact with store operations team in supporting client queries, including complaints, and requests for post-sale assistance
• At times of high contact volume provides direct client support through phone, email, live chat, social network, and SMS

[자격요건]

경력사항: 경력(5년 이상 )
학력사항: 대학교(4년)졸업

[우대사항]

우대사항: 보훈대상자, 장애인