职责描述：

1. Help in defining customer service strategy and implementation

2. Closely cooperate with brand’s EC team and 3rd party operation agency to optimize the EC campaigns, with consumer as a centric.

3. Actively cooperate with brands EC team and lead the Customer Service team to achieve bands’ monthly sales target and deliver the KPIs.

4. Problem resolving and risk identifying skills in both pre-sale and post-sale service complaints.

5. Setting clear objectives for the Consultants , ensuring they are aligned to the overall business goals

6. Motivating and coaching individuals to maximize all sales opportunities

7. Work with your colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge .

8. Effectively communicating updates to the Consultants on business changes and developments, ensuring the team understands the need for change

9. People Management responsibility for the Consultants

10. Assist to coach the team’s attendance, professional conduct and daily performance

11. Assist to coach employees in line with Company policies – addressing concerns in a timely and appropriate manner

任职要求：

1. Customer- centric focus

2. Ideally have contact center experience , preferably in a luxury sales and service experience environment

3. Excellent verbal and written communication skills

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

5. Must show an affinity with the luxury consumer

6. Commercial , sales driven approach is essential

7. Ability to achieve results through influence and problem solving

8. Flexible attitude and positive approach to change

9. Self-motivated , proactive and energetic

10. Action orientated and solutions driven

11. Team player

12. Demonstrate initiative

上班地址：恒隆广场二座