Client Advisor Team Leader

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Job details

Company overview

We are the Japanese subsidiary of a global luxury brand company. We deal in luxury fashion, leather goods, jewelry and watches, and are known for our unique design and quality. We are committed to a sustainable future and place creativity at the heart of our business. We also promote sustainability with an emphasis on social responsibility and environmental protection. With a mission to provide our customers with the best luxury experience, we are making our presence felt in markets around the world.

Responsibilities

Your opportunityThe goal of this role is to be part of the team to support our brands through Ecommerce project.
How you will contribute Within the Client Service of client Group and reporting to Omni-channel & Client Services Manager,Team leader is commited to :

• Manages and support the client advisors in Japan
• Strengthen relationships with clients and stores
• Deliver an enriching client experience on every interaction and across all channels (phone, email, chat, social medias) in a timely and professional manner
• Guide each client across brand’s values, by assuming a listening attitude to gain a strong understanding of the clients and their needs
• Build a long-lasting relationship of trust
• Act as Brand ambassador.
• Ensure an exceptional and personalized Client Experience by telephone, live-chat and email, with a “Client Centric” approach.
• Master and respect Brands’ E-commerce and Retail Excellence standards and policies.
• Master and respect Brands’ tone of voice in all communications with the Clients.
• Master Brands’ products and DNA.
• Ensure a unique and customized client experience.
• Follow-up and liaise with other departments to meet Client requests.
• Gather Client feedbacks and requests to support a continuous improvement of the Client experience and enrich the Group’s strategy.
• Understand individual and team KPIs.

Requirements

• Team management skills
• Sensibility to the Luxury world, enthusiasm for the Brands and products
• Excellent spoken and written skills in Japanese is a must, and business level of English is required
• Good General Knowledge
• Resistance to pressure
• Ability to multi-tasking
• Team spirit, dynamic, flexible, autonomy, positive and smiling attitude, professionalism
• Excellent elocution, spoken and written communication skills,
• A strong customer service and problem-solving orientation, Patience, Diplomacy and Listening skills
• Persuasiveness, with the ability to soothe unhappy customers and to persuade them to retain services or make further purchases

Salary

6 - 8 million yen

Location

Tokyo