客户关系中心服务大使 Client Relations Center Ambassador (BB-5B996)

Found in: Neuvoo CN

职位名称:客户关系中心服务大使 Client Relations Center Ambassador
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。
·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:
·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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location_onShanghai, China

work Richemont

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