Van Cleef & Arpels Client Relations Center Operation Coordinator

Richemont

Tokyo, 13, JP

‎‎4 時間前

Key responsibility 1

REMOVE FRICTION POINTS IN THE CLIENT JOURNEY

Ensure the smooth daily e-commerce activities from order placement to shipment to clients.

Understand the end-to-end fulfilment and delivery flows of the Maison

Understand the clients' behaviors and delighters as well as the performance of our online retail boutiques

Monitor and manage all web and phone orders with an anticipative mindset, including sales and shipment, returns & exchanges, delivery issues, transfer requests, on-sale and after-sales service, special client requests & complaints through contact with key E-com stakeholders.

Make the link between ambassadors and related teams (Van Cleef & Arpels E-commmerce team, Richemeont Logistics team etc) to ensure smoothness in the transactional stage (1.

Purchase, 2. Payment, 3. Fulfillment)

Manage fraud risk

Manage escalated issues and monitor undelivered / delayed orders

Key responsibility 2

HANDLE TRNSVERSAL MISSIONS FOR CRC TEAM

Work closely with Team Leaders and eBusiness Managers to ensure new office processes are documented and updated when necessary

Monitor and manage Ambassadors client telling material, catalogues / portfolios and client gifts.

Provide support for client telling campaign organization

Act as SAP key user : reporting issues and perform testing for releases.

Be first contact for CRC escalations (phone routing issues etc.).

Key responsibility 3

ACCOMPANY NEW OPERATIONAL PROJECTS IMPLEMENTATION AND ROLL OUT TO SERVE THE CLIENTS

Works along with CRC Team Manager and eBusiness Project Manager for project implementation (Eg : Salesforce for CRC)

Once launched, be the key contact for the CRC team for all the IT requests related to the launched tools

Ensure onboarding and offboarding process on IT tools highlighting Van Cleef & Arpels specificities

PROFILES : Requirements :

Requirements :

Excellent attention to detail

Good communication skills

Interpersonal, customer oriented, problem-solving skills.

Structured mind analytical skills

Proactive and self-motivated

Basic knowledge of E-commerce / Call Center and proficiency with the necessary technology, including e-com system, software applications, phone system etc. are plus.

Native Japanese and intermediate Reading / Writing English skill

Behavioral competency :

Understands the job implications of belonging to a multicultural and cross-functional environment and business.

Act to guarantee that work is realized on time and at expected quality.

Look for solutions to increase customers’ satisfaction.

Collaborates with others to enhance work processes, tools and governance in the scope of their job.

CONTACT

If you feel passionate about this role, please submit your CV from the "Apply Now" button below.

We look forward to hearing from you.

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