职责描述：

1) Day to day responsibility for leading a team of Customer Care Assistant Managers

a. Setting clear objectives for the Assistant Managers

b. Continuously managing performance to ensure KPIs for the teams are achieved through weekly reviews, completing mid-year and annual performance reviews and providing regular coaching

c. Monitor and prioritise the Customer Care Team’s workload and action accordingly to maintain excellent customer experience

d. Work collaboratively as part of a wider global team

e. Managing continuous change by regularly communicating and updating the team on business developments

f. Work with the Customer Care Operations team on identifying system enhancements to improve customer experience or drive efficiencies within the team

2) Driving exceptional customer experience by:

a. Being the central point of contact for the In-Season Customer care teams for escalated customer complaints, demonstrating due diligence when issuing compensation and refunds. This includes resolving the issue and working with internal teams to identify and address the source of the issue.

b. Continually monitoring the daily Customer Care KPIs and identifying any changes that need to be made in order to ensure they are being met

c. Ensure all the teams are adhering to Customer Care policies

d. Continuously review the customer care queues to identify common themes and identify potential issues

e. Improve first contact resolution by working with the Customer Care teams to identify constant pain points and work with the relevant internal teams implement improvements

f. Continuously review voice of the customer feedback and customer review sites to identify improvements to our service

g. Work with the Quality team on implementing initiatives within the team to ensure the customer expectation is exceeded through every contact

h. Proactively drive improvements to our service by taking customer feedback and working with colleagues to drive change

Skill and experience:

1. Proven customer centric focus.

2. Enthusiastic and self-motivated and can demonstrate ability to drive change to product results.

3. Management experience in a Customer Care role is essential.

4. Excellentverbalandwrittencommunicationskillsandpayscloseattentiontodetail.

5. Demonstrates people management skills, ability to lead and motivate a team.

6. Must show an affinity with the luxury consumer.

7. Commercial, sales driven approach is essential.

8. Ability to achieve results through influence and problem solving.

9. Flexible attitude and positive approach to change.

10. Self-motivated, proactive and energetic.

11. Action orientated and solutions driven.

12. Team player.

13. Demonstrate initiative.

上班地址：恒隆广场二座