[´ã´ç¾÷¹«] Team management - Manage advisors on daily operations and handle escalated/delicate cases by channels. - Leads the team by embracing the omnichannel and client-centric strategy - Improve team performance and onsite 1:1 coaching for CA and SCA - Plan and execute relevant promotions to achieve CS KPI together with team - Uses quantitative and qualitative feedback for personalized training of advisors Clienteling management - Drive clienteling projects to offer exceptional experience at different stages in align with Central team. - Leverages CRM skills to increase client engagement, recruitment, and retention. - Performs outbound calls to reinforce Omnichannel journey by understanding client¡¯s needs. - Partners with Ecommerce and Retail on reporting issues, complains and general inquires to improve the omnichannel shopping experience of clients
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[ÀÚ°Ý¿ä°Ç] - Minimum 7 years in Customer Service / Call Center and managerial experience highly preferred - Process oriented with ability to manage long-term and short-term projects in parallel - Developed ability to put the client first with high interpersonal skills and empathy - Strong problem-solving approach, motivational and people development skills - Demonstrated leadership to influence and motivate a team towards results - Excellent verbal and written communication - Advanced knowledge of Microsoft Suite (including excel)
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