Job Purpose:
Enhance customer experience throughout omni-channels and develop connected commerce strategy
Key Accountabilities:
List activities or tasks underneath each broad function. In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:
Handle customer inquiries and maintain the team service level
- Respond with customer call and email inquiries
- Handle and follow up with customer requests
- Maintain the call service level over 80% (80% calls respond within 30 seconds/ monthly basis)
- Maintain the email service level (respond within 24 hours)
Ensure the excellent customer experience cross out omni-channels
- Being monitored for the call and email handling under the quality assurance scheme
- Actively participate with the coaching session and attempt change for improvement.
Team Relationship
- Report duty on time
- Maintain the team relationship
- Well connect with other team / department
Job Requirement:
- At least 1 year of experience in Call Centre or customer service Fashion Retail industry is a plus.
- Tertiary Degree holder or equivalent is preferred.
- Excellent verbal and written communication skills are essential.
- Confident in communicating and writing in English and Chinese, ability to speak in Mandarin is a plus
- Strong customer service skills for handling customer inquiries and complaints.
- Able to analyze customer problems or requests and suggest appropriate solutions.
- Capable in a fast-paced environment and multitasking.
At Lane Crawford we support our staff with a range of benefits that reflect the importance we place on the well-being of our staff. In addition to a competitive salary, discretionary bonus, annual leave, provident fund, staff purchase privileges, insurance, medical and dental coverage, we provide shuttle buses, various recreational activities, Staff Assistance Programme and the best in-class Training and Development.
All information provided will be treated in strict confidence and used for recruitment purposes only.