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Reference Code:  12091

客户关系中心服务大使 Client Relations Center Ambassador

Richemont

Shanghai, 31, CN

Permanent
  

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

职位名称:客户关系中心服务大使 Client Relations Center Ambassador
汇报对象:主管
工作地点:上海
 
主要目标:
顾客关怀中心服务大使通过电话、电子邮件、品牌公众号、天猫平台在线聊天工具或其他电子社交媒体,代表历峰品牌与顾客建立联系。根据历峰质量标准,服务大使始终代表集团的品牌形象,处理所有关于顾客服务、销售和售后方面的要求。基于优秀的沟通技能,服务大使对于所有的顾客需求能够提供帮助,包括服务需求和销售咨询,判读顾客需求,引导顾客下单,并处理各类顾客投诉,提高顾客满意度。

主要职责:
·通过呼入呼出电话、电子邮件、天猫平台在线聊天工具或和其他电子社交媒体与顾客保持联系,回答顾客的问题;
·促进线上销售和电话销售成交量,提高询单转化率以达到销售目标;
·负责平台订单管理,发货进度的跟进,及时处理快递物流异常问题;
·在相关系统内,准确录入所有业务需要的数据和相关信息;
·及时、有效、妥善处理各类客户投诉,辨别顾客满意与否,并将结果汇报给主管;
·熟悉各个平台规则、做好差评防控,与顾客建立友好信任的关系,提高顾客满意度,并达到顾客满意度调研目标;
·支持集团品牌电子商务的网页管理及相应的用户体验测试;
 ·遵守集团的政策和工作流程,塑造集团专业形象;
·与集团现有售后团队协作,处理各类保养、维修和售后需求
 
职位要求:
·具有奢侈品或高档产品零售业销售或顾客服务经验;
·具有呼叫中心、天猫或其他电子商务相关经验;
·顾客服务导向和销售导向意识,有责任心,有耐心,灵活应对突发情况,细致认真,渴望学习,富有团队协作精神;
·普通话标准,表达流畅,有逻辑;书面表达规范,清晰,有条理;
·基本的电脑操作技能,打字速度50-60字/分钟以上,SAP CRM经验为佳;
·接受早晚班和周末、国定假日轮班的工作安排。
 
 
 
MAIN PURPOSE
The Richemont Client Relations Center Ambassador will represent the Richemont Brands in all customer contact via telephone, e-mail, T-mall online chat or other (social) media. The Ambassador will handle all customer service, sales and after sales requests according to Richemont Quality Standards and will represent the brand’s identity and vision at all times. With excellent communications skills, the Ambassador is able to accommodate all customer requests, including service requests and sales inquiries, understand customer’s needs, help on placing orders, and handle customer’s feedback/complaints if any to improve their satisfaction.

KEY RESPONSIBILITIES
• Inbound and outbound customer contact via telephone, e-mail, T-mall online chat and other (social) media;
• Facilitate online and phone sales, improve conversion rate in order to reach set goals and objectives;
• Take care of order management, follow up with shipping status, timely handle abnormal / unexpected circumstance if any with logistics;
• Accurately process all required data/information in appropriate system/tools
• Handle customer’s feedback/complaint in a timely and effective way, identify trends in customer satisfaction or dissatisfaction and report findings to the team leader;
• Get familiar with the platform rules/guidelines, control the risk of negative feedback;
• Support E-Commerce Management in website usability and user acceptance tests
• Follow company policies and procedures as outlined and represent the Group in a professional image at all times
• Collaborate with the Group’s existing Customer Service team for maintenance, repairs and after-sales service requests
 
PROFILE
• Experience in retail sales or customer service in the luxury /high-end goods domain, or
• Experience in contact center, Tmall online service or e-com related activities.
• Customer service oriented and sales oriented. Conscientious, patient, flexible, polite, exquisite, keen to learn, team player;
• Excellent verbal and written communication skills;
• PC literate, typing speed: 50-60 characters per min or above, SAP CRM experience is a plus;
• Flexibility with working in shifts, and work on weekend if required.
 

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