Position

Based in our Client Services Centre in Hong Kong, the Client Services Team Manager is responsible for assisting with the successful day to day operations of the centre and overseeing a team of Advisors ensuring best in class client service is delivered consistently and successfully in line with Dior brand values incorporating a customer-first mindset.

This position will collaborate with the management team and advisors. The role will assist in achieving and exceeding service levels and KPI targets, continually coach, mentor and motivate the team in always ensuring all client interactions are handled in line with Dior brand values.

Key Responsibilities

Manage, coach and mentor a team of Advisors, providing guidance in resolving customer issues by following defined processes ensuring an appropriate solution. Consistently reinforce a customer-first mindset.
Provide support and/or personally handle complex customer cases and expertly resolve.
Ensure the escalation processes are followed and successfully applied.
Continually coach Client Services Advisors to improve their customer service and communication skills, ensuring their tone and language is professional and empathetic in handling delicate situations.
Communicate KPI’s and sales goals to the team, track and monitor targets are being met.
Work with the Operations Manager to oversee, monitor and optimize daily workflow to ensure objectives are achieved. Partner with the management team to provide solutions to any issues.
Develop and maintain brand awareness and history, product knowledge, business processes and systems expertise to meet ongoing customer and business needs.
Track and complete weekly cases and calls, monitoring each advisor and implement plans to ensure the achievement of KPI’s and objectives are met.
Ensure detailed and accurate records are being kept for each client using the technology provided and compliance is being maintained.
In partnership with the management team and HR, ensure all health and safety guidelines are implemented, updated and adhered to.
Develop excellent working relationships within the Dior network.
Work cross functionally with peers, colleagues, retail partners and external vendors to ensure appropriate resolutions.
Identify and assess opportunities for process improvement, both in the CSC, retailer network, and with any other partners.

Profile

Minimum of 6 years previous experience in luxury customer service (preferably retail, hotel or concierge businesses) overseeing a team
Previous experience in a client call center mandatory
Regional exposure will be a plus
Strong sense of initiative and solutions oriented with clear demonstration of a customer first mind-set
Outstanding communication skills, both written and verbal
Strong sales negotiation skills and clienteling experience
Strong analytical and technical skills with excellent attention to detail; previous experience with Salesforce is a plus
Highly motivated, energetic and inspirational team leader
Able to work a varied schedule including hours/days/nights/holidays and weekends
Able to multi-task and prioritize competing tasks under pressure
Fluent in English & Mandarin, additional language fluency a plus
Proficient in Microsoft Office