长沙招聘

JOB DESCRIPTION

Function/Brand:

Richemont China Share Function / RCCLDepartment:Digital / Client Relations Center (CRC)

Job Title:

Client Relations Center – Team LeaderReporting to:

Client Relations Center Operations ManagerWorking location:

ShanghaiKEY RESULT AREAS AND MAIN RESPONSIBILITIES:

o The Team leader is responsible for the daily running and management of the China Client Relations Center team and service requests from Richemont Maisons’ end users.

He/she is a positive ambassador for the organization at all times.

o Team leader is the first point of contact for ambassadors where he/she is also an expert with regard to systems, product knowledge, processes and procedures.

o Team leader is also a major support for the Client Relations Center Manager for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.

o He/she supports telephone, web, other (social) communications and phone/web/Tmall sales, also defines training needs in close collaboration with trainer to implements all required action plans to meet objectives.

o Using effective communication skills, the team leader motivates and supervises the team ambassadors effectively in order to achieve both qualitative and quantitative goals and targets.

o Manage daily operation and planning of the team to ensure the team KPIs.

o Keep constantly the team ambassadors informed about brands’ activities/promotions (commercial / marketing) and all internal information.

o Ensures that tasks and workload are allocated appropriately within team.

o Monitor and assist the team members in realizing the phone sales objectives.

o Work closely with Quality Specialist to monitor the quality of service provided by ambassadors and ensures achievement of quality level.

o Consolidate team reports based on pre-determined KPI’s, analysis, and highlighting all anomalies to Client Relations Center Managero Ensure efficient communication across teams/brands.

o Manage, coach and evaluate team ambassadors’ performance (in collaboration with CRC Manager).

o Be a back-up of the ambassador in case of emergency.

JOB PROFILE (FOR RECRUITMENT PURPOSE ONLY)

o Excellent organizational and management skills (monitor, motivate, animate and coach)o Good interpersonal and IT skillso Skilled in speaking/writing expression and communicationo Ability to work in a multicultural environmento Service oriented, client focused, business senseo Problem-solving and innovativeo Proficient English in written English, preferred in oral English as well.

o Flexible time schedule, ability to work in shiftso 3-4 years of contact center managerial experience in a high-quality, international, customer experience environment.

o Experience in combining Customer Orientation with commercial and sales targets.o Luxury (retail) experience would be considered an asset.

o PC Literacy: MS Office, reporting and other Client Relations Center tools such as SAP CRM is preferred.

o Organized, team player, diligent, rigorous,proactive, self-motivated, flexible, dynamic, supportive, patient.

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。