[담당업무]

O 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

O Clienteling management
- Drive clienteling projects to offer exceptional experience at different stages in align with Central team.
- Perform proactive outreach to enhance client relationships, promote value-added services, and support business growth through consultative sales.
- 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

O Operation
- Execute staff coverage and scheduling based on estimated call volumes and target.
- Collaboration with cross functional teams (Logistics/IS&T/Human resources/Store managers and etc.)
- Other admin (HR, OT and etc.) operation work (system error, event, promotion follow up and etc.)

[자격요건]

경력: 경력 7년↑
학력: 대졸
직무기술: CS team Manager, CS

- Minimum 7 years in Customer Service / Call Center and managerial experience highly preferred

- Experience in luxury customer service and or client advisory roles (preferably retail, fashion technology companies or hospitality)

- 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

- Must have flexibility: some nights, weekends, and holidays.

- Advanced knowledge of Microsoft Suite (including excel)

- Exposure to Client Services Systems (i.e., Salesforce) prefer

- Business level English in both written and oral preferred

[우대사항]

외국어: 영어 회화능통,독해능통,작문능통