募集要項
- 仕事内容
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・Key responsibility 1
UNDERSTAND & ANSWER CLIENT EXPECTATIONS
Monitor client satisfaction KPIs (Barometer, NPS daily survey Medallia) and quality KPIs and manage follow-up actions with ambassadors.
Handle & solve escalated issues in close coordination with eCommerce, Client Development team and BTQs.
・Key responsibility 2
MAISON IDENTITY & EXPERTISE
Know and transmit the Maison’s products, history and know-how
Be a role model on Maison values and narrative identity to be able to coach ambassadors.
Develop general knowledge on the competition (intelligence on the market & business trends).
・Key responsibility 3
ADVISING, SELLING & CLIENTELING
Monitor/Follow performance, KPIs (SLA, Sales KPIs, Clients KPIs,…) and Sales Associates’ clienteling actions.
Analyze the conversations, mails and chat to prepare the best training and coaching.
Answering ambassadors’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be closed by ambassadors.
…他
- 応募資格
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- 必須
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Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skill.
Strong coaching and leadership skills, ability to motivate employees.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Basic knowledge of E-commerce/Call Center and proficiency with the necessary technology, including e-com system, software applications, phone system etc.
Business English fluency.
- 募集年齢(年齢制限理由)
- 36歳 ~ 48歳 (長期勤続によりキャリア形成を図るため)
- 雇用形態
- 正社員(試用期間:3ヶ月)
- 勤務地
- 東京都
- 年収・給与
- 700~900万円
- 待遇・福利厚生
- 社会保険完備、交通費支給、時間外勤務手当有り、退職金制度、企業型確定拠出年金制度、財形貯蓄、屋内禁煙、等
- 休日休暇
- 年間休日120日、年次有給休暇、慶弔休暇、育児・産休制度、等