담당업무

1. Establish a Client communication strategy

- Identify local specifications of customer communication and develop local communication strategy under diverse circumstances such as KB (Kelly & Birkin) wish, customer claim, know-how to respond to unusual customer behavior, etc

- Develop the client strategy by group client segmentation and guide stores to implement proper communication by client nature at local stores.

- Provide recommendations on the way to target clients for communications and events.

2.  Customer Service

- Provide practical guidelines and coaching about customer complaints to the stores and support Area Managers with the customer’s claims which couldn’t be solved at the stores properly

- Manage guidelines and policies relating to core CS operations. Oversee the administration of these guidelines/policies. Interface with various departments, as needed, to address issues impacting service.

- Work with all functional departments and stores to ensure adequate training and communication to meet and exceed customer expectations and growth challenges.

- Establish and monitor CS KPIs

- Lead in handling customer inquiries, proposals, and all kinds of customer requests and develop effective work processes to increase the customer’s satisfaction.

- Organize and execute customer service training for sales and CRC employees

- Conduct field coaching to improve communication skills and staff productivity both quantitatively and qualitatively.

- Develop ‘COMPANY Client communication’ training material in line with local needs.

- Regularly check training programs and manuals if they’re updated and effective enough.

- Organize and execute service activities, such as campaigns for developing service level.

- Handle ad hoc duties as assigned

3. Operational Improvement

- Proactively identify areas for operational improvement including tools and processes

- Work with retail operations department and other cross-functional teams for strategy development

- Benchmark service against the external market and uplift internal capability to differentiate

- Develop and maintain awareness of industry best practices

- Able to build and lead innovative service creation and process improvement.

자격요건

ㆍ학력 : 대졸이상

ㆍ경력 : 경력9년↑

- Over 9 years of Customer Relations, Customer Service, Call Center experience in retail industry

- Full understanding on the operation flow of luxury/ retail industry

- Fluent in English. Fluency in French is a plus

- Proficiency in MS office skills

- Experience in a management role with a strong track record of delivering results

- Excellent coaching and training skills

- Excellent communication skills with ability to understand technical problems and clearly explain solutions to keep good business relation with employees, Management team, and customers

우대사항

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