Client Relations Center

4週間前

Shinjuku Richemont Permanent
KEY RESPONSIBILITIES
  • UNDERSTAND & ANSWER CLIENT EXPECTATIONS

    • Monitor client satisfaction KPIs (NPS, CSAT, Medallia) and manage follow-up actions with Ambassadors.

    Handle & solve escalated issues in close coordination with Maison (eCommerce team, Client Development team and BTQs)

  • MAISON IDENTITY & EXPERTISE

    • Know and transmit the Maison's products, history and know-how

    Be a role model on Maison values and narrative identity to be able to coach Ambassadors.

    Develop general knowledge on the competition (intelligence on the market & business trends).

  • ADVISING, SELLING & CLIENTELING

    • Monitor/Follow performance, KPIs (SLA, Sales KPIs, Clients KPIs...) and Ambassadors' Clienteling actions.

    Analyze the conversations, mails and chat to prepare the best training and coaching.

    Answering Ambassadors' questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be closed by Ambassadors.

    Can be a backup of Ambassadors in case of peak timeslot (exceptional).

  • TEAM/STAFF DEVELOPMENT

    • Conduct Team meetings to better understand of calls and Ambassadors' needs and to explain expectations to the team.

    Set & follow-up team objectives and individual development plan.

    Challenge & develop the team (coaching, 1-to-1 meetings, feedback...) in collaboration with L&D team.

    Dedicate time to transmit Maison values.

    Recognize and celebrate team and team members accomplishments and exceptional performances.

  • OPERATIONS

    • Ensure compliance with Group's policies & enforce Maison's commercial rules ( : no discount).

    Guarantee that procedures are respected (selling, customer services, stock management, security...).

    Overview safety & security of the team.

    Be the main CRC point of contact for HQ local teams on daily operational matters.

    Provide reporting (top-down & bottom-up) and set monthly meeting with each Maison

    Support the implementation of the new technology (ex. CREWS and new project)

  • RELATIONSHIPS

    • Build relationships with Maisons heads, and Maisons' operation team members to gain support in stock allocation, Clienteling, and ammunitions to drive CRC sales and improve service qualities.

    PROFILES :

    Requirements:

  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skill.
  • Strong leadership, ownership, coaching skills, positive behavior to motivate employees.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Decisiveness and attention to detail.
  • Basic knowledge of E-commerce/Call Center and proficiency with the necessary technology, including e-com system, software applications, phone system etc.
  • Native Japanese & Business English fluency.

    • Behavioral competency:

  • Set high expectation for the teams.
  • Understand Maison's culture and values.
  • Give selective, specific and sincere feedback
  • Make thoughtful decisions to fix issues that require immediate attention
  • Builds trusting and sustainable relationships across the value chain
  • Creates a united team with members that complement each other
  • Realign daily priorities to the Maison strategy

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