Client Services Team Manager - Luxury Retail ($35-50K)
Client Services Team Manager, Call Centre, Contact Centre, Team Leader, Luxury Retail, Luxury Fashion, CS
Your new company
Our clients are looking for a Customer Service Team Manager for developing a new team to cope with the business expansion.
Your new role
Manage, coach and mentor a team of Advisors providing guidance in resolving customer issues by following defined processes ensuring an appropriate solution. Consistently reinforce a customer first mindset.
Provide support and/or personally handle complex customer cases and expertly resolve.
Ensure the escalation processes are followed and successfully applied.
Continually coach teammate to improve their customer service and communication skills, ensuring their tone and language is professional and empathetic in handling delicate situations.
Communicate KPI’s and sales goals to the team, track and monitor target s are being met.
Work with the Operations Manager to oversee, monitor and optimize daily workflow to ensure objectives are achieved. Partner with the management team to provide solutions to any issues.
Develop and maintain brand awareness and history, product knowledge, business processes and systems expertise to meet ongoing customer and business needs.
Track and complete weekly cases and calls, monitoring each advisor and implement
plans to ensure the achievement of KPI’s and objectives are met.
Ensure detailed and accurate records are being kept for each client using the technology provided and compliance is being maintained.
In partnership with the management team and HR, ensure all health and safety guidelines are implemented, updated and adhered to.
Work cross functionally with peers, colleagues, retail partners and external vendors to ensure appropriate resolutions.
Identify and assess opportunities for process improvement.
What you'll need to succeed
Minimum of 6 years previous experience in luxury customer service (preferably
retail, hotel or concierge businesses) overseeing a team
Previous experience in a client call centre mandatory
Regional exposure will be a plus
Strong sense of initiative and solutions oriented with clear demonstration of a
customer first mind-set
Outstanding communication skills, both written and verbal
Strong sales negotiation skills and clienteling experience
Strong analytical and technical skills with excellent attention to detail; previous
experience with Salesforce a plus
Highly motivated, energetic and inspirational team leader
Able to multi-task and prioritize competing tasks under pressure
Fluent in English & Mandarin, additional language fluency a plus
Proficient in Microsoft Office
What you'll get in return
5-days work week
A competitive salary with attractive monthly and year-end bonus, plus yearly salary review and adjustment
Flat structure, bring your ideas and the management will always listen
Dynamic and fun work environment, great company culture
Excellent opportunity with one of the most attractive employers in the business
Exceptional career support and overseas training
Diversified leadership and regional exposure
What you need to do now
If you're interested in this role, click 'apply now'. For more information on this role or to find out more opportunities in Customer Service, feel free to contact Posey Ho at +852 2230 7440/ Posey.Ho@hays.com.hk #1241502
Retail & Consumer Goods
Talk to a consultant
Talk to Posey Ho, the specialist consultant managing this position, located in Hong Kong
6604-06,66/F, ICC, 1 Austin Road West, West Kowloon