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Reference Code:  8735

カスタマーサービス本部:Customer Relation Manager

Richemont

Tokyo, 13, JP

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.

Customer Service Customer Relation Manager

 

The customer relation manager is mainly responsible to manage the team handling all contacts for watch repairs.

-All Watch brands of the Richemont group.

-Contacts: from boutique, official dealer, local brands, manufactures, CRC, non-authorized dealers.

 

Key responsibility 1

-Manage the watch communication team (7 staffs): staff development and management, priority management, organization, vacation schedule, flexible hour’s management etc.

-Keep good contacts and work relation with other Richemont entities: Customer Service, Operation teams, workshops, Brands (Japan and Manufactures)

 

Key responsibility 2

-Reach target KPI for telephone pick up rates, speed in answering e-mails, boosters (B2B repair managing system).

 

Key responsibility 3

-Support B to B customers (mainly boutiques and dealers) on estimate, prices, lead-time, delays, urgent requests, policy, follow up on VIP customers, claims etc.

 

Key responsibility 4

-Manage repair waiting for estimate answer: accept/ refusal, return to POS when no reply, repair flow management, credit notes etc.

 

Key responsibility 5

-Initiate and manage kaizen projects, training initiatives

 

Profile

-Experience in BTQ, sales and/or CS / Call Center + experience in management necessary

 

Skills

  • Excellent communication skills in Japanese
  • Very good English level (both written: mail and spoken: contact with manufacture, presentation), French is a plus
  • Office tools (Excel, Word, power point) proficient
  • Knowledge, interest in brands and its related product (Watch, Jewelry, Pen etc.) a plus
  • SAP knowledge a plus

 

Behavioral competency

  • Deals with ambiguity; manages with flexibility, an can effectively cope with change
  • Puts forward new and original ideas. Thereby improving the everyday functions of the position
  • Keeps in mind the customer and service; understands the needs of customers
  • Demonstrates openness to change and willingness to learning
  • Deals successfully with difficult situations and conflicts
  • Builds positive and effective relationships with all kinds of people
  • Demonstrates effective leadership skills

 

Contact:

Should you wish to apply, please contact Kenji Seki at kenji.seki@richemont.com

We look forward to hearing from you.

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