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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. - 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.) O Reporting - Daily/Weekly/Monthly report
on sales, call KPIs, and other related topics
자격요건
ㆍ학력 : 대졸이상
ㆍ경력 : 경력7년↑
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Experience in luxury customer service and or client advisory roles (preferably
retail, fashion technology companies or hospitality) - Education:
bachelor’s degree -
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 -
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 -
Should be able to work as shift schedule (40 hour / week, incl. weekends)
우대사항
ㆍ영어가능자
ㆍ관련 학과 전공자
ㆍ관련 자격증 보유자
ㆍ유관업무 경력자
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