Job Description
About the Company
Our client is a market leading luxury fashion retailer. To cope with business expansion management is looking for a fast paced, detail minded Assistant Manager to manage and improve the autonomy of the After-sales service under customer service department. You will be responsible for ensuring all after-sales cases are handled in a professional manner, demonstrating service excellence, and ensuring each individual customer is receiving a positive customer experience.
About the Role
Reporting to the Senior Customer Care Manager, you will manage the promote the brand's after sales services according to the set global company guidelines and direction. You will facilitate and train frontline retail staffs and ensure each after sales case is delivered smoothly. In additionally, you will conduct quality improvements based on analysing Key Performance Indicators reports.
Our client will be expecting the Assistant Manager to have the capability in promoting the brand's after sales service and re-engineering the process when necessary. You will closely monitor and review the existing KPI to achieve targets, and set set quality alert and stock control whilst coordinating with other functional departments namely Supply Chain & Logistics and Merchandising to secure the output efficiency from the Customer Care Centre.
Requirements
- Degree holder with a proven track record of success with any well established retail luxury MNC
- Minimal of 6 years Customer Service experience with at least 3 years managerial level gained in luxury retail industry
- Strong service mindset and leadership skills
- Ability to manage and communicate with workshop technicians
- Proactive with good problem solving ability
- Excellent verbal and written English, Mandarin and Cantonese (any other spoken language will be an advantage)
Click "Apply Now" to apply for this position or call Hiroshi Toyota at +852 3180 4963 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.
