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외국계기업 | 외국게/글로벌/럭셔리명품- CS Manager

담당컨설턴트

이정옥이사 julie0511@ubsocius.com 0262578344 010-4896-6014
채용 전반의 프로세스 및 기업의 needs 인지를 기반으로 한 차별적 추천 인사 분야의 역량과 경험을 기반으로 최적 인재를 추천드리겠습니다.

기본정보

외국게/글로벌/럭셔리명품- CS Manager

외국계기업

과장 ~ 차장

무관

무관

서류전형 -> 1차면접 -> 2차면접

영어 상

22-11-03

채용시

상세정보

본문

KEY RESPONSIBILITIES
 
  • Key responsibility 1: Management of Client Service Operations
-    Manage customer care service across all Montblanc networks; Domestic retail, Travel retail and Wholesale dealer POS
-    Actively participate in CS process updates and improvements for better client experiences in boutiques
-    Identify training & coaching needs through boutique visits when necessary
-    Communicate and implement the International Service Policy in cooperation with retail and RCS (Richemont Customer Service) teams and inform boutiques in timely manner.
-    Actively communicate with RCS to improve repair service flow and process
-    Proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary action plans in order to ensure optimal performance and service
-    Monitor stock management follow-up; RO (Repair Order) inventories, spare parts etc.
-    Communicate and follow up the legal documents with the government agency
 
  • Key responsibility 2: Management of Quality Controls
-    Report and follow up all quality issues on products with HQ
-    Supervise the quality control through constant trainings towards BTQ staffs in order to minimize non-sellable products generated from BTQs while operating
-    Define the quality condition with a solid guideline given from HQ
-    Manage the physical inspections on the stock of warehouse and maintain the stock in correct condition
 
  • Key responsibility 3: Management CRC (Client Relations Center)
-    Management of external partner, CRC to meet the service standards
-    Review the weekly/monthly report and provide correct guidelines and feedback in order to ensure the quality of service provided by CRC, to clients and boutiques
-    Provide relevant training for better client service and maintaining excellent service level
-    Lead CRC projects in line with HQ
……………………………………………………………………………………………………
 
 
QUALIFICATIONS:
  • University degree followed by 7 years’ experience
  • Experience in CS functions or watchmaking & jeweler industry highly appreciated
  • SAP, Salesforce experience preferred
     
SKILLS:
  • Fluent in spoken & written English
  • Good communication and interpersonal skills
  • Attention to detail
  • Analytical skill
  • Quick learner and multi-tasker
 
PERSONAL SKILLS:
  • Client-oriented mind set and attitude
  • Self-confidence, Integrity, Empathy, Emotional control
  • Balance between rigor & flexibility
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