求人詳細
This company has a portfolio of luxury brands that produce clothing, accessories footwear, fragrances and furniture. It has an opening for a savvy person to man its regional customer service team:
Regional Customer Service Manager
Responsibilities
• Based on a deep understanding of our brand, products and company culture, formulate, design and deliver new-hire / ongoing training programs to the outsourced Customer Service team (the team)
• Revise and devise new or enhanced service processes and procedures, participate in system testing, and effectively communicate these changes to the team
• Identify the training needs of the team and evaluate the effectiveness of the training programs and activities to ensure a continuous uplift of staff competencies
• Develop a quality assurance mechanism and conduct daily quality control on calls, emails and chat messages
• Partner with internal business units to update and deliver seasonal product briefings to the team
• Be the trusted partner to the team and other functions, partner closely with the respective team managers / supervisors in all manpower planning activities, and in resolving serious customer issues
• Provide / feed critical operational insights / input into long-term strategic planning process for the CS functions
• Provide weekly and monthly report to communicate performance / KPI
Requirements:
• Degree holder (with a major in Business, Hospitality, or Japanese being highly preferred)
• At least 5 years of working experience, preferably in the areas of Customer Service, Call Center, Training, Quality Assurance / Control, Hospitality, or other guest-oriented environments
• Solid operational insights gained from a Customer Service / Call Center environment, with the ability to conduct thorough process-mapping activities in order to pinpoint areas for improvements
• Proven ability to work collaboratively and train a small to medium-sized team in delivering excellent customer service
• A quick learner, with the capability to adapt to a new environment, with varying culture, systems, processes and products
• Excellent communication skills, with the ability to bridge the gap between Ralph Lauren and our external service vendor to maintain excellent service delivery level
• Proficiency in Japanese is a must. Strong in spoken and written English. And Mandarin is an advantage.
• Advanced PC skills: Excel, PowerPoint
