LVJ/ Client Services Advisor

Tokyo, Japan
03 January 2022
Permanent Job

Position

MISSION STATEMENT

  • Client services via phone call, e-mail, chat etc
  • Enhancement of customer satisfaction as general client services desk
  • Clientellilng
  • Sales target achievement
  • Provide support for stores and E-commerce

REPORTING STRUCTURE

Report to Team MGR, Client Services

INTERNAL WORKING RELATIONS

  • Stores / National Sales
  • Client Development & Digital Retail
  • Supply Chain, Logistics & Transportation
  • Financial Services
  • Other back office functions

EXTERNAL RELATIONS

  • Warehouse
  • Training venders

Profile

MAIN RESPONSIBILITIES

  1. Act as the first point of contact from clients with all queries such as:
    • Regarding LV products
    • Order taking
    • Stock related
    • Repair related
    • Complaints
    • Transferring incoming phone calls to stores
    • Client service related knowledge acquirement
    • Observe rules/manuals
  2. Plan and execute proactive clientelling activities including outreach calls to establish and maintain relationship with potential and existing clients
  3. Achieve commercial targets (sales, calls per hour, conversion)
  4. Maintain client data through designated internal data management system
  5. Team activities
    • Activities to achieve team mission
    • Participation to meetings/trainings

REQUIRED EXPERIENCES AND SKILLS

  1. Call Center or relevant experience (travel agency experiences would be a plus)
  2. PC skills – Excel/Word
  3. English proficiency (TOEIC 700+)

REQUIRED COMPETENCIES AND SOFT SKILLS

  1. Strong interest in customer service and retail activities thorough phone calls
  2. Growth driven and proactive mindset to find opportunity for improvement
  3. Learning agility and career aspiration to take up management responsibility in the future
  4. Good balance of team work and leadership
  5. Customer Focus
  6. Integrity and Trust

Additional information

DEVELOPMENT OPPORTUNITIES

Client Services Supervisor

Team Manager

Reference: LVM15152