외국계 명품 Client Care Manager 8-13년 경
유웨이써치앤컨설팅
- 서울시
- 정규직
- 풀타임
회사소개
채용부문
직책Job Posting 상세목록 업무내용 1) Lead the Client Care Centers networkManage the own dedicated Client Care Centers and "in store" Repair Network: review organisation, motivate teams, manage people, enhance capabilities and competencies
Lead the outsourced Repair network: monitor performance, follow up contracts, review constantly the network.
Plan repairs "demand plan" in strategic horizon: Load plan, per workshop, per country.
Compare load plan with capacity. Establish action plans to fit "demand" with "repairs" capacity.
2) Ensure Client SatisfactionEnsure exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally
Embody the Brand attitude and behaviour guideline - ensure that both CCC and CSC team embody these traits
Deescalate clients and situations whenever needed
Improve the overall Client experience by ensuring a fast time response to the clients, and by shortening the repair lead-times
Report quality issues and client feedback to HQ
Monitor performance and establish action plans to meet requirements.
3) Monitor and increase Client Care Centers productivityMeasure the key performance indicators per Repair center and per country, measure the gaps vs target, and identify action plans
Lead a continuous improvement plan to increase the efficiency
Roster scheduling to ensure a smooth operation of Client Care Centers.
Handle the hiring process and training of Client Care team members in the region
4) Manage the spare parts for South KoreaEnsure a stock accuracy above 99%
Maintain a lean inventory: stock availability to finish the repairs on time, and cash flow optimisation
Liaise with Regional HQ re fulfilment of spare parts orders
5) Monitor and optimise costs and revenue of repairsBuild a complete cost mapping of repairs in South Korea
Distinguish cost of spare parts, cost of stock, cost of operations, and logistics costs.
Identify optimisation priorities and implement action plans to reduce costs while maintaining service level (or upgrade service while maintaining costs).
Ensure that the warranty policy is strictly applied everywhere, by regular audits
Prepare the annual budget, and track the variances
6) Community, Project & DevelopmentIdentify new opportunities to develop the repair income, prepare the business case, implement a pilot, share the postmortem for a potential roll out
Share best practices with the rest of the Client Care Network
Contribute to the improvement of the standard operating procedures
Support the opening & relocation of Client Care Centers & workshop in the region.
7) CSC ManagementReceive and review eCommerce orders on a daily basis; partner with the fulfilment warehouse for processing, shipping, returns, and order modifications
Build out KPI reports on UX patterns, NPS metrics, customer care volumes, packaging scores, and warehouse efficiency
Provide recommendations to improve processes, resolve recurring customer issues, and achieve conversion and operational goals
Fraud Management investigation and analytics
Coordinate with the Customer Care Team to handle orders, inquiries, and escalation
Deliver optimal post-sale experiences by optimising order tracking, return and exchange processes through system enhancements
Proactively clientele customers to deliver an exceptional customer service experience
Optimise workflows to reduce handling time, improve speed of sending, improve undeliverable metrics, decrease return rates, and scale projects in the pipeline
Actively partner with 3rd party vendors like UPS and credit card providers to manage charge-backs and disputes.
Build out procedures and policies to improve efficiencies with our partners and relationships with our clients
Partner with cross-functional teams to identify, resolve and QA site issues related to Customer Care and Account experiences
요구사항 - Minimum 8 years experience in CS / logistics industry, retail is an advantage
- Bachelor's degree
- Fluent in English
- Hands on computer skills
- Flexible and positive mindset
근무지 서울
등록일 2024-03-15
마감일 채용시마감