1. Client Service Management : Elevate client experience by consistently delivering memorable moments
• Define and deliver KPIs based on business requirements, omni channel sales and clients’ needs
• Create a culture where all client advisors contribute towards a consistently high standard of client satisfaction by defining, modeling and holding staffs accountable for demonstrating behaviors that enhance client engagement and represent brand values
• Take actions on VOC performance and client feedback/complaints to improve client service
• Follow up open cases with clients and related teams to ensure cases close in timely manner
• Drive continuous improvements for client experience
2. Business Accountability (Sales) : Contribute to sales achievement and drive lifetime loyalty and spend
• Foster a climate of Sales Excellence
• Enhance client engagement and build enduring relationships that create lifetime value through repeat sales
• Lead by example and demonstrate the value of increasing client loyalty, retention and new client acquisition
• Support e-Commerce sales order management operations for Client Care Center by cross-functional alignments
3. Talent Management :Elevate and retain talent to ensure a winning team and create a best-in-class service organization
4. Data Integrity / Risk & Control / Reporting/ Projects Management
• Responsible for the highest level of data integrity of client information in adherence with all company’s policies and procedures.
• Lead compliance for CCC E-com/DS/Store processes in charge, including SOP/ Policy/ Legal/ Risk & Control
• Keep track of KPI data and identify issues and opportunities
• Lead/support global/local initiatives related to client service/Omnichannel, and develop right processes and actively participate in platform developments
• Continuously monitor business processes and bring forward opportunities for operational process improvements
경력 및 자격요건
• More than 10 years experiences in Client Service, Client Service training or sales management in retail or luxury retail industry
• 3+ years’ Experiences in team management
• University graduate
• Strong communication skills (Higher than intermediate English required)
• Strong client oriented and people focus
• Solid knowledge of client service management
• Proficient OA skill
• Fluent in both Korean & English
[ Preferred ]
• Client service experience in luxury industry
• e-Commerce operations experience
• Experience in global communication and reporting (to HQ)
담당업무
02-6281-5009
janam@nterway.com
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