關於此職位
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 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 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.) Reporting - Daily/Weekly/Monthly report on sales, call KPIs, and other related topics
職責
Experience: - Experience in luxury customer service and or client advisory roles (preferably retail, fashion technology companies or hospitality) Education: - Bachelor’s degree Skill: - Minimum 7 years in Customer Service / Call Center and managerial experience highly preferred - 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