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Reference Code:  11672

Client Service Coordinator-Gemini Temp

Shanghai, 31, CN

Fixed Term
  
  

Cartier, l'artisan des passions.

JOB TITLE           Client Service Coordinator
REPORTING TO  Senior Client service Manager
LOCATION           Shanghai 


MAIN PURPOSE


Act as the guarantor of excellence in Service, and client relationship in market.
Participate to global client satisfaction strategy in supporting the Market CS Manager: CS activity follow-up, implement action plan in order to maintain and raise the service level in boutiques.
Support the boutiques in managing the complaints of the market CS Manager.
Assist the CS Manager in monitoring CS transversal projects.

 

KEY RESPONSIBILITIES

 

Key responsibility 1: 

Support the market strategy implementation, adapting the CS global policy and the service management

Ensure service level in boutique in operational terms.
Assist the CS team in managing the Client Service respecting the service code of the Brand
Participate in definition prices policies and guarantor of the application in the market.
Ensure that Service policies defined by Central are applied in the country
Implement CS action plan following the Satisfaction Barometer results.
Support the CS team in implementing the new services
Ensure customer service communication with the boutiques.
Key responsibility 2: 

Pilot the CS activity, and proceed with appropriate analysis and reporting

Guarantor of the CS activities follow-up in the After-sales centers.
Assist the CS team in defining CS proper action plan.
Reporting: build the monthly reports and insure the follow up for the main indicators linked to after-sale service (delay, return unrepaired, guarantee, turnover, discount & gratuities, activity business, performances …)
Support the CS manager in stock management follow-up (ROs inventories, spare parts, leather strap, etc.)

PROFIL:
University degree followed by 1-2 years experience
Fluent English, third language appreciated
Ability to implement short time projects.
Experience in watchmaking and jewellery highly appreciated.
Client-oriented, business acumen.
Abilities: Good communication skills (language level), Self-confidence, Integrity, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.

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