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BIZ / 13M / Customer Service Center Manager (Call Center Manager), Tokyo SUBMIT
SUMMARY
XX is a fast-growing French and Leather-Goods Couture House that belongs to the YY group driven by a new holistic and creative project led by Hedi Slimane, its Artistic, Creative and Image Director.
XX ambition is to become one of the most iconic luxury brands worldwide.
To make this vision a reality we are looking for enthusiastic, agile and passionate personalities who are eager to evolve in a demanding environment.YOUR WORK ENVIRONMENT
As Client Service Center Manager, and part of the Clienteling team, you will participate in XX clients’ experience.
This experience will enable you to offer sophisticated skills and environments.
You will have the opportunity to upgrade and brush up your expertise.
The mission is to drive sales performance and excellent client service levels, while continuously improving productivity & effectiveness. Client service manager will lead strategic resource planning, performance reporting & insights, as well as tech & innovation projects.
KEY QUALIFICATIONS
- Business School, University or “equivalent experience”
Experience:
- 8 to 10 years of contact center experience or relevant customer related experience
- Experience in luxury/fashion business a plusCompetencies:
- Proven track record in client relationship building, sales generation, managing the achievement of sales results
- Team management experience
- Proven ability to develop new opportunities and maintain client relationships
- Proficiency with microsoft office, client tracking systems and salesforceLanguages: Business level Japanese and English
RESPONSIBILITY
PEOPLE MANAGEMENT
Build an efficient team and create best in class luxury client experiences.
Communicate the key business goals to the team in a simple, clear, and motivating way.
Coach and develop the people in your team
Drive client development activities among individual team members to cultivate new and existing clients.
Track progress of the team towards the goals and identify with the team gaps,
Listen & assess each client advisor and provide live coaching on the client experiences and behaviors
Manage performance and capability gaps to ensure objectives achievementsPERFORMANCE
Ensure highest standards of customer care is delivered & maintained in all aspects of the csc function
Responsible for achieving customer service key performance indicators (kpis), sales targets & objectives, controlling expenses and maintaining and achieving high operational standards.
Manage client escalations and provide creative solutions for enhanced client experienceBUSINESS DEVELOPMENT
Review and analyze key indicators on an ongoing basis (weekly, monthly and quarterly reports or business review)
Forecast volume of activity and plan resources accordingly at the annual/monthly, and weekly/daily level.
Track sales, productivity, and service level performance to continuously adjust and optimize staffing and scheduling.
Share sales, productivity, and service level reports and insights with management & teamsPROJECT MANAGEMENT
Constantly developing and implementing projects which further optimizes business performance and client satisfaction for the csc
Partner with it to build and run tools & projects to support the client-facing teams
Act as business lead and poc for network and infrastructure enhancements
Innovation and technological watch.EDUCATION
- University graduate
OTHER
Potential starting date: November 1, 2023
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