Position
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.
- Perform proactive outreach to enhance client relationships, promote value-added services, and support business growth through consultative sales.
- 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
Operation
- Execute staff coverage and scheduling based on estimated call volumes and target.
- Collaboration with cross functional teams (Logistics/IS&T/Human resources/Store managers and etc.)
- Other admin (HR, OT and etc.) operation work (system error, event, promotion follow up and etc.)
Reporting
- Daily/Weekly/Monthly report on sales, call KPIs, and other related topics
Job responsibilities
Experience:
- Experience in luxury customer service and or client advisory roles (preferably retail, fashion technology companies or hospitality)
Education:
- Bachelor’s degree
Skill:
- 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
- Must have flexibility: some nights, weekends, and holidays.
- Advanced knowledge of Microsoft Suite (including excel)
- Exposure to Client Services Systems (i.e., Salesforce) prefer
- Business level English in both written and oral preferred
LOUIS VUITTON
MAISON
Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.