南京招聘

猎头职位欧洲奢侈品集团Customer Service Manager客服经理

KEY RESPONSIBILITIES

Key responsibility 1
Daily operation

-Initially handle he daily operation actives.
-Understanding all company procedures and processes, supervise the day to day operations.
-Maintain the service standard and ensure the brand policies, procedure and being followed up by the team.
-Developing customer service policies and procedures for smooth and consistent implementation
-Identifying opportunities for operational improvement and make constructive improvement suggestions for procedure and customer communication for smooth and consistent implements.
-Report the needs of customer and defining the necessary action needed to satisfy them.
-Working closely with outsourced contractor, monitor the brand policy and procedure are adhered by them all the times.
-Plans, prepares, and devises work schedules, according to budgets and workloads.
-To coach and monitor team members in using of working tools such as NSI and SAPHIR correctly, ensure the accuracy of data in put the system .
-Managing the procurement of spare parts with the suppliers, and making sure that the inventory level remains under control.
-Ensure the products are always in a save environment, be aware of all areas of possible loss due to fraud and/or carelessness
-Ensure that all transactions that affect the store inventory (spare parts and repairs) are processed accurately by auditing .


Key responsibility 2
KPI Performance Monitor
-Leading the team to achieve the key performance target of repair lead-time, repair quality and brand satisfaction.
-Monitor the Yearly stock count results
-Analysis and share KPI result with all team members, set strategy and plan to improve the performance, eventually achieve the company target

Key responsibility 3
Communication

-Working with brands' commercial representatives, CS regional headquarters and supporting functions (HR, logistics, Finance & Administration) to ensure a smooth and effectively communication
-Facilitates teams and clients meeting efficiently
-Providing accurate reports and measurement tools to the management on a timely basis
-To resolve customer requests, questions and complaints frequently analyzing the situations and determine best use of resources.
-Providing help and advice to customers by using the group's services and procedures.
-Investigating and solving customers' problems through telephone, email and face-to-face
-Responding pro-actively to any customers' complaints in the framework of the company's policies

Key responsibility 4
People Management

-Serving as a role model
-Inspires co-workers to attain goals and pursue excellent.
-Participant in the staff recruitment and hiring of the most qualified applicants to meet the nees of the company needs.
-Interprets and communicates work procedures and company policies to staff
-Always refresh information and knowledge depends on employee’s understanding
-Determine the training needs whenever necessary
-Effectively utilize each team members to his/her fullest potential
-Acknowledge and appreciates each team members contributions.
-Conduct the staff performance appraisal time to time.


Key responsibility 5
Commercial Awareness
-Being accountable for the CS operations' budget and financial elements (P&L)



JOB PROFILE (FOR RECRUITMENT PURPOSE ONLY)
-Bachelor Degrees in any discipline
-5 years of customer service experience , of which 3 years at managerial level
-Ability to learn complex procedure and proactive in proposing innovations and improvement
-Ability to work under pressure
-Fluency in Mandarin Chinese and English required
-Skills required : Problem Solving, Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Emphasizing Excellence
-Based in BJ

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