长沙招聘

Customer Service/Care Senior Manager/ Manager

An exceptional customer experience is the key driver in this role and as a Sales and Customer Care Consultant you will have individual targets to help you achieve success and be the best. Our customers can contact us through any channel they chose to and you will have training to deliver an outstanding experience in every platform. You will need exemplary sales and service skills with an abundance of enthusiasm, resilience and passion for our brand.

    

    

What we do: Consistently deliver world class service and expert selling to gain customer loyalty, build brand recognition and meet Customer Care business goals

    

    

You will:

• Day to day responsibility for leading a team of Customer Care Assistant Managers
• Setting clear objectives for the Assistant Managers
• Continuously managing performance to ensure KPIs for the teams are achieved through weekly reviews, completing mid-year and annual performance reviews and providing regular coaching
• Monitor and prioritise the Customer Care Team’s workload and action accordingly to maintain excellent customer experience
• Work collaboratively as part of a wider global team
• Managing continuous change by regularly communicating and updating the team on business developments
• Work with the Customer Care Operations team on identifying system enhancements to improve customer experience or drive efficiencies within the team
• >
• Driving exceptional customer experience by:
• Being the central point of contact for the In-Season Customer care teams for escalated customer complaints, demonstrating due diligence when issuing compensation and refunds. This includes resolving the issue and working with internal teams to identify and address the source of the issue.
• Continually monitoring the daily Customer Care KPIs and identifying any changes that need to be made in order to ensure they are being met
• Ensure all the teams are adhering to Customer Care policies
• Continuously review the customer care queues to identify common themes and identify potential issues

                                                        

• Improve first contact resolution by working with the Customer Care teams to identify constant pain points and work with the relevant internal teams implement improvements
• Continuously review voice of the customer feedback and customer review sites to identify improvements to our service 
• Work with the Quality team on implementing initiatives within the team to ensure the customer expectation is exceeded through every contact
• Proactively drive improvements to our service by taking customer feedback and working with colleagues to drive change

                    

    

Skill and experience:

    

·         Proven customer centric focus

    

·         Enthusiastic and self-motivated and can demonstrate ability to drive change to product results

    

·         Management experience in a Customer Care role is essential

    

·         Excellent verbal and written communication skills and pays close attention to detail

    

·         Demonstrates people management skills, ability to lead and motivate a team

    

·         Must show an affinity with the luxury consumer

    

·         Commercial, sales driven approach is essential

    

·         Ability to achieve results through influence and problem solving

    

·         Flexible attitude and positive approach to change

    

·         Self-motivated, proactive and energetic

    

·         Action orientated and solutions driven

    

·         Team player

    

·         Demonstrate initiative

    

    

    

历峰集团(Richemont)旗下Maison的成功源于所有员工的热情。
作为全球领先的奢侈品公司之一，历峰集团(Richemont)由21家Maison组成，每一家Maison都像一个小家庭。在秉持进取精神和尊重传统的基础上，每一家Maison都面向国际市场开展业务。我们将métiers d’art和工艺应用于钟表制造、珠宝首饰、书写工具及高端时装和配饰。历峰集团(Richemont)博采众长，同时充分发挥自身独特的美学鉴赏力，与时下最流行的时尚相融合，引领可持续发展又符合道德规范的奢侈品风尚。

历峰集团(Richemont)拥有企业支持服务，并设有地区共享服务平台。这些服务向每一家Maison提供支持，确保各Maison能够专注于发挥他们在设计、创造、销售和市场营销等领域的特长。

我们已经共同走过了2000多年的历史，如今我们也应当着眼未来，因此，我们邀请您加入我们，共同在Maison历史中书写新的成功篇章。

历峰集团(RICHEMONT) MAISON的传统
作为世界上一些最负盛名的奢侈品的发源地，历峰集团(Richemont)的每一家Maison都独具特色，拥有各自的发展历史。在整个历峰(Richemont)集团，诚信和创新都受到尊重和保护。工艺和专业技术是至高无上的——二者都继承了过去几代历峰(Richemont)人沿袭下来的技能和知识，并与当代工艺技巧和技术融为一体。