古驰（中国）贸易有限公司招聘

售后服务顾问_上海

职位描述

PM & Training

- Deliver training to other store staff members on:

- Managing customers’ claims in the proper way.

- Proper management of Gucci/Kering systems and tools (i.e. Web and Ipad applications).

- Product quality issues (i.e. during Morning Briefings).

- Gucci After Sales guidelines, procedures and policy.

Store After Sales Governance

- Work cross functionally with Retail After Sales teams and inventory/store back office for stock ticket management.

- Work with Regional Retail Aftersales teams to provide information product quality issues.

- Direct contact with Regional Retail After Sales team to manage all kind of customers' complains related to repairs impact on customer experience.

- Contact with Client Service in case of Customer’s legal escalation.

Retail After Sales Activities

?- Daily management of ticketing process ensuring the completeness of ticket data and promptness (short lead time).

- Examine customer issues and define the good practices to ensure full consistency in the service provided (with support of Retail AS Manager).

- Daily management of customers’ claims and customers’ follow-up.

- Keep control on lead time of tickets resolution to meet customers’ expectations and ensure timely response to their inquiries.

- Application of the After Sales procedure at store level.

- Scout and propose potential local suppliers, to be validated by the Regional Retail After Sales team.

任职要求：

- University degree followed by 2-3 year experience. (Fresh graduate can also be considered if high potential)

- Excellent verbal and written skills in Mandarin language. Written English skills preferred.

- Ability to implement short time projects

- Experience in actively contributing to increase sales through anticipating, understanding and addressing customer needs. Experience in customer service/leather goods is highly appreciated

- Demonstrable experience in positively responding to customer emails, telephone calls, chat requests or other contacts, identifying sales and communication opportunities.

- Service-orientated approach; focused on achieving positive customer outcomes.

- Abilities: Good communication skills (language level), Self-confidence, Integrity, Empathy, Emotional control, Discernment, Assertiveness, Curiosity.