Fesco合同, Customer Relations Specialist
盖璞（上海）商业有限公司(Gap China)
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：服装/纺织/皮革
职位信息
- 发布日期：2017-06-08
- 工作地点：上海
- 招聘人数：若干人
- 职位类别：客服专员/助理
职位描述
职位描述：
GENERAL SUMMARY
The Customer Relations specialist is responsible for maintaining customer relations of Greater China stores, including Gap Specialty, Factory and Old Navy. This role ensures that we respond to after-sales customer enquiries is a timely manner, deliver on our brand promise to ‘delight our customers’ by exceeding their expectations, and handling any escalated issues with diplomacy and care.
In addition, this role is responsible for data collection and analysis to evaluate service levels and identify opportunities and solutions.
ESSENTIAL DUTIES & RESPONSIBILITIES
? Review and follow up customer enquiries and feedback to ensure customer concerns are addressed in a timely manner according to a high service level standard.
? Answer customer calls to address customer enquiries and concerns.
? Analyze and interpret customer issues data to identify opportunity to enhance service standards in store.
? Execute customer relations strategy and process for Greater China.
? Work with Senior Manager of Customer and Communications to develop tools and process needed to support customer relations strategy in Greater China.
? Work with Senior Manager of Customer and Communications to handle escalated customer situations.
REQUIRED QUALIFICATIONS
1. Knowledge, skills & abilities
? High service level standard with internal and external customers
? Strong composure and ability to maintain calm and diffuse escalated interactions
? Good negotiation skills
? Diplomatic and high professionalism
? Strong verbal and written communications skills
? Ability to interpret data, understand business challenges, propose solutions and measure results
? Strong business acumen, including a familiarity with fi***cial concepts and analysis
2. Minimum educational level
? College degree preferred
? Bi-lingual skills in Chinese and English, both written and verbal communication
? Understanding of Traditional Chinese is a plus
3. Minimum experience
? Retail or hospitality experience
? Retail experience in service related areas such as call center highly preferred
4. Physical Requirements
? Based in Shanghai
?
ORGANIZATION RELATIONSHIPS
This position reports to Senior Manager, Customer and Communications, Store Operations. This position develops strong partnerships with Upper field and HQ teams. Builds and maintains strong cross brand and cross functional partnerships with Stores Operations, Learning and Development, Production, Government Affairs, Loss Prevention and Risk Management. This position also collaborates with other markets brands to leverage resources and share best practices.
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GENERAL SUMMARY
The Customer Relations specialist is responsible for maintaining customer relations of Greater China stores, including Gap Specialty, Factory and Old Navy. This role ensures that we respond to after-sales customer enquiries is a timely manner, deliver on our brand promise to ‘delight our customers’ by exceeding their expectations, and handling any escalated issues with diplomacy and care.
In addition, this role is responsible for data collection and analysis to evaluate service levels and identify opportunities and solutions.
ESSENTIAL DUTIES & RESPONSIBILITIES
? Review and follow up customer enquiries and feedback to ensure customer concerns are addressed in a timely manner according to a high service level standard.
? Answer customer calls to address customer enquiries and concerns.
? Analyze and interpret customer issues data to identify opportunity to enhance service standards in store.
? Execute customer relations strategy and process for Greater China.
? Work with Senior Manager of Customer and Communications to develop tools and process needed to support customer relations strategy in Greater China.
? Work with Senior Manager of Customer and Communications to handle escalated customer situations.
REQUIRED QUALIFICATIONS
1. Knowledge, skills & abilities
? High service level standard with internal and external customers
? Strong composure and ability to maintain calm and diffuse escalated interactions
? Good negotiation skills
? Diplomatic and high professionalism
? Strong verbal and written communications skills
? Ability to interpret data, understand business challenges, propose solutions and measure results
? Strong business acumen, including a familiarity with fi***cial concepts and analysis
2. Minimum educational level
? College degree preferred
? Bi-lingual skills in Chinese and English, both written and verbal communication
? Understanding of Traditional Chinese is a plus
3. Minimum experience
? Retail or hospitality experience
? Retail experience in service related areas such as call center highly preferred
4. Physical Requirements
? Based in Shanghai
?
ORGANIZATION RELATIONSHIPS
This position reports to Senior Manager, Customer and Communications, Store Operations. This position develops strong partnerships with Upper field and HQ teams. Builds and maintains strong cross brand and cross functional partnerships with Stores Operations, Learning and Development, Production, Government Affairs, Loss Prevention and Risk Management. This position also collaborates with other markets brands to leverage resources and share best practices.
职能类别： 客服专员/助理
公司介绍
GAP为各年龄层消费者带来经典的美国风尚。
从1969年创立以来，GAP一直广受时尚消费者青睐，人们喜欢用GAP时髦又休闲的服饰轻松搭配，穿出自己的时尚风格。今天，GAP依然是人们选购T恤、帽衫、贴身裤装和牛仔等衣橱必备的首选品牌。
从最初的Gap发展到现在包括GapKids, babyGap, GapMaternity和gapbody的全系列产品，GAP能满足各年龄层消费者的时尚需求。
发展至今，GAP已成为以“酷、自信、休闲”风格的服饰演绎生活方式的文化标志。
从1969年创立以来，GAP一直广受时尚消费者青睐，人们喜欢用GAP时髦又休闲的服饰轻松搭配，穿出自己的时尚风格。今天，GAP依然是人们选购T恤、帽衫、贴身裤装和牛仔等衣橱必备的首选品牌。
从最初的Gap发展到现在包括GapKids, babyGap, GapMaternity和gapbody的全系列产品，GAP能满足各年龄层消费者的时尚需求。
发展至今，GAP已成为以“酷、自信、休闲”风格的服饰演绎生活方式的文化标志。
联系方式
- 公司地址：上城区延安路278号
- 电话：13621652304