Client Service Manager - South Korea - Hermès와 관련된 현재 작업
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Client Service Manager
4 개월전에
GENERAL ROLE
This role involves being in charge of developing service levels and providing service guidance to stores and CRC (Client Relations Center) to act appropriately towards customers. It also entails devising strategies to enhance customer communication, analyzing CS data for areas of improvement, resolving customer claims/constraints on behalf of Hermes Korea, and conducting training for store and CRC employees.
MAJOR RESPONSIBILITIES
- Establish a Client communication strategy
- Identify local customer communication specifics and create strategies under various circumstances like KB (Kelly & Birkin) requests, customer claims, handling unusual customer behavior, etc.
- Develop client strategies based on client segmentation and guide stores on effective communication tailored to client characteristics at local levels.
- Offer recommendations on targeting clients for communications and events.
- Customer Service
- Provide practical guidance and coaching on customer complaints to stores. Assist Area Managers in addressing unresolved customer claims effectively.
- Manage guidelines and policies related to core CS operations. Coordinate with different departments to address service-related issues as necessary.
- Collaborate with departments and stores to ensure adequate training and communication for meeting and surpassing customer expectations and growth challenges.
- Establish and track CS KPIs.
- Take the lead in managing customer inquiries, proposals, and various customer requests while developing efficient work processes to boost customer satisfaction.
- Conduct customer service training for sales and CRC employees. Provide field coaching to enhance communication skills and staff productivity quantitatively and qualitatively. Create 'HERMES Client communication' training material tailored to local requirements.
- Regularly assess the effectiveness and updates of training programs and manuals. Organize service activities like service level improvement campaigns.
- Execute ad hoc assignments as assigned.
- Operational Improvement
- Proactively identify areas for operational enhancement, including tools and processes.
- Collaborate with the retail operations department and other cross-functional teams for strategy development.
- Benchmark service levels against the market standards and enhance internal capabilities for differentiation.
- Stay informed about industry best practices.
- Capable of driving innovative service creation and process improvement.
REQUIREMENTS & CAPABILITIES
- At least 9 years of experience in Customer Relations, Customer Service, and Call Center operations in the retail sector.
- In-depth knowledge of luxury/retail industry operation flows.
- Fluency in English. Knowledge of French is a bonus.
- Proficient in MS Office tools.
- Prior experience in a management role with a proven track record of delivering results.
- Strong coaching and training abilities.
- Excellent communication skills, capable of comprehending technical issues and explaining solutions clearly to maintain positive relationships with employees, the Management team, and customers.
