Client Relationship Team Leader | Up to $6K + Bonuses | Luxury Retail

📍Location: Orchard

💰Salary: Up to $6000 + On Target Bonus + AWS

🕙Working Hours: 5 days a week (including weekends), 10am-7pm / 11am-8pm

Responsibilities

• Facilitate online and phone sales in order to reach set goals and objectives

• Handle Inbound and outbound customer contact via telephone, e-mail, live chat and other (social) media, including providing guidance and at times being the next-level escalation point for more complex cases

• Coach individual ambassadors and put together action plans to help them meet service and sales targets

• Provide guidance and inputs on individual ambassador performance on clienteling, to achieve sales conversions

• Deliver brands information to customers, and vice versa collect valuable feedback from customers to brands

• Accurately process all required data/information in appropriate system/tools under group data security policy

• Escalate the emergency system issues to Head of Client Relations Centre in a timely manner, and report findings on system improvement if any

• Identify trends in customer satisfaction or dissatisfaction, sales insights and report findings to Head of Client Relations Centre

• 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 repairs and after-sales service requests
  

Requirements

• Call center/customer service management experience, preferably in the retail / e-Commerce industry OR after sales support

• Candidates with prior luxury retail experience are welcome to apply

• Knowledge of contact center management tools (ideally SalesForce): CRM, Interaction Management, telephony and social media management

• Knowledge of quality monitoring tools and customer satisfaction strategies

• Operational experience with WFM and/or roster planning and scheduling tools in a contact center environment

• Proven ability to create and sustain positive relationships

• Seasoned and knowledgeable about customer service and continuous quality improvement
  

Interested applicants, click the 'Apply' button.

We regret to inform you only shortlisted candidates will be notified.

Choo Ming-Xuan, Debra | R25158765 

RecruitFirst Pte Ltd | E.A. 13C6342