长沙招聘

职位描述：
【Job Description】
Call Center Team Operations, Quality Monitoring and Training
1. Accountable for the quality of service delivered to our online prospects and customers on Gucci.com.cn.
2. Define service levels and ensure our 3rd party provider meets all quality measures.
3. Manage business KPIs: online conversion from product page, sales generated from ongoing client relationships, client retention.
4. Review processes on an ongoing basis to deliver “fastest path to a satisfactory issue resolution”.
5. Monitor live calls/chats and daily KPIs to make immediate adjustments – whether coverage, responses or follow-up. Escalate issues to the eCommerce Director when needed.
6. Review post-purchase surveys and all feedback methods to drive continuous improvement.
7. Set up regular briefings with partner’s Customer Service Manager on quality performance, KPIs and roadmap for improvements.
8. Ensure that all brand, collections and product training is delivered and fully embraced.
9. Be the main point of contact in Gucci for upcoming product marketing calendar. Ensure that the call center is aware of all PR, editorial and Marketing activities. Arrange for regular Store visits for brand immersion.
10. Manage relationship with Gucci merchandising/buyers to understand product strategy, inventory and performance. Understand unique product buys for China.
11. Oversee that key operational processes are running smoothly: 1) customer returns and 2) stock transfers between online and store warehouse.

Customer Experience
1. Monitor website performance and communicate improvement needs – whether visual merchandising or page features. This can be from direct experience or client feedback.
2. Escalate any website performance issues. This can be from direct experience or client feedback.
3. Monitor social media and chat ratings and apply corrective measures when necessary.

Loyalty
1. Identify and develop loyal clients acquired through the online channel.
2. In partnership with Consumer Management team and Retail Excellence, execute client engagement programs in an omni-channel manner.
3. Analyze customer segments acquired through the online channel and work with Marketing to develop programs tailored to their profile.


【Job Requirements】
1. Previous customer service and sales experience in the luxury or fashion sectors. 5-7 years minimum.
2. Experience with online call centers, including chat. WeChat store a plus.
3. Demonstrated commitment to achieving the highest level of quality. Strives for continuous improvement. Customer-centric mindset.
4. Able to manage KPI performance with proven track record of improvements across dimensions. Sound grasp of excel and data analytics.
5. Confident in resolving customer escalations with speed and diplomacy.
6. Motivating leader and teacher. A demonstrable and sustainable high level of energy and enthusiasm.
7. Digitally savvy.
8. A passion for the brand and for our products.
9. Excellent interpersonal and communication skills. A strong collaborator.
10. Demonstrates ability to develop and manage performance. 举报 分享

古驰 (Gucci)，1921年创立于佛罗伦萨，是全球精品品牌之一。借由其独特的创意和革新，以及精湛的意大利工艺闻名于世。古驰隶属于全球高端精品集团——开云集团 (Kering)，旗下拥有一系列时装、皮具、珠宝及腕表等知名品牌。