Team Manager - Client Services

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