Service & Operations leader-CCC (Marketplace)

Tiffany & Co.
Shanghai, China
Closing date
25 Oct 2023

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Full Time
Job Summary:

The Client Care Center - Service & Operations leader for marketplace is a key role of the Client Care Center team and acts an extension of the management team by providing front line support to ensure the needs of the business are met. This individual is the first line of guidance for the marketplace Client Service Representatives and responds to and resolves complex customer inquiries and manages escalated service issues. He/ She is a high-level Brand Ambassador who positively influences the team and the work environment and consistently conveys an elevated Tiffany experience.

Key Responsibilities:

Service Excellence- Develop and Enhance a culture of Service Excellence
1. Foster a climate of Service Excellence- Deliver service that delights our customers. Understands Marketplace's macro environment and consistently ranks in the highest percentile of communication quality. Effortlessly manages escalated customer issues maximizing lifetime customer value.
2. Completely versed in all sales and service policies and initiates creative solutions to complex inquiries and service issues. Goes above and beyond to uncover customer needs, and identify and execute sales and service opportunities.
3. Actively supports business initiatives that drive customer engagement.
4. Cultivate and sustain strong relationships with internal departments such as Distribution, TSC, IT to facilitate prompt resolution of customer and agent related issues to maximize efficiency and minimize down time.

Business Development- Maximize sales opportunities
1. Foster a climate of Sales Excellence- support and coach staff to demonstrate behaviors that enhance customer engagement and build enduring relationships that create lifetime value.
2. Actively support and drive sales conversion that drive a culture of excellence and supports sales achievement.
3. Leads by example and demonstrates the value of increasing customer loyalty, retention, and new customer acquisition.
4. Talent Management- Develop and maximize top talent.
5. Provide leadership as a role model for schedule adherence and agility, and act as a key behavioral influencer through effort and motivation. Follows the spirit and intent of Tiffany policies and procedures and is recognized for sharing their knowledge with the team.
6. Actively support the departmental Quality Monitoring Program that drives employee development and engagement as well as a culture of excellence.

Data Integrity/Reporting/Project Participation
1. Responsible for the highest level of data integrity of customer information in adherence with all Tiffany & Co. policies and procedures.
2. Completes projects as assigned, provide progress updates, and communicate delays. Involve staff members in the completion of project milestones as needed.
3. In charge of reporting as aligned in SOW. Keep track of reports data and identify issues and opportunities.
4. Continuously monitors business processes and brings forward opportunities for operational process improvements.

Qualifications and Requirements:

-Bachelor's degree over above
-Experience in customer service/contact center leader in luxury industry, Marketplace experience is an advantage.
-E-Commerce skills and familiarity with internet technology, various live chat tools.
-Knowledge of Customer Relationship Management, e-mail response, and Microsoft applications.
-Ability to handle escalated customer issues, and diffuse customer service issues independently.
-Strong communication, problem-solving and organizational skills.
-Well-developed leadership skills, including an ability to address employee issues.
-Strong analytical skills.
-Willingness to work overtime and remain flexible with work schedule; weekends are required.
-English Pass CET-6.
-Standard Mandarin speaker, without traits of local dialects.
-Warm and sweet voice.


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