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KERING After Sales Supervisor

Kering - Regular
Seoul - Korea, Republic of

“A global Luxury group, Kering manages the development of a series of renowned Maisons in Fashion, Leather Goods, Jewelry and Watchmaking: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Christopher Kane, Tomas Maier, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maisons to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination.” In 2017, Kering had nearly 29,000 employees and pro forma revenue of €10.823 billion.” 글로벌 럭셔리 그룹인 케어링은 구찌, 보테가 베네타, 생 로랑, 알렉산더 맥퀸, 발렌시아가, 브리오니, 크리스토퍼 케인, 토마스 마이어, 부쉐론, 포멜라토, 도도, 키린, 율리스 나르덴, 제라 페리고, 케어링 아이웨어 등 패션, 가죽 제품, 보석 및 시계 등 럭셔리 하우스의 앙상블을 발전시켜 오고 있습니다. '상상력을 원동력으로' 라는 기업철학을 바탕으로, 케어링그룹은 브랜드가 가장 지속 가능한 방식으로 잠재력을 발휘하도록 장려합니다. 케어링그룹은 2017년 100억 유로 이상의 매출을 기록했으며, 2만 9000 명이 넘는 임직원이 함께 하고 있습니다.

Role mission

The After Sales Supervisor delivers the highest level of customer service in After Sales in order to guarantee an outstanding customer experience and satisfy customer needs expectations, in line with the company’s vision, mission and goals while in line with the company’s policies. 

After sales specialist will be part of the After Sales Operations and deal with Korea DOS and DFS stores with the referents from the various regions, in a multi-lingual / multi-category / multi-brand team.

After Sales Supervisor is responsible for overseeing the After Sales Front Office and Back Office department and ensuring the highest level of After Sales service possible, in line with the company’s vision, mission and goals while in line with the company’s policies. He/she considers both short and long-term interests of the customer in making After Sales service decisions and takes risks to serve these interests.

After Sales Supervisor will also secure cooperation between Front office and back office and repair associates, in order all departments. Will work in cooperation to satisfy customer’s needs. 

How you will contribute

Key Responsibility

  Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Production business units/Repairs centers). The process includes, but it is not limited to, the following activities:

  •  Lead and supervise the Front Office/Back Office team/Repair vendors, providing guidance and performing coaching to team members for further improving their performance, develop them and enhance their productivity in order to optimize the service lead-time to final customer.
  • Provide feedback and issue exchanges, returns and refunds or compensation for After Sale (Before Sale) items for repairs, defects and RAs (Credit Note)
  • Provide accurate and reliable information/documentation regarding all Credit Note and Local destruction process
  • Collaborate  closely  with  Brands  Retail,  Store  Operation,  external  vendors  and  Group Operations HQ
  • Analyze statistical data in order to define proper KPI’s of Front and Back Office, determining their level of customer service 
  • Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by Front Office representatives
  • Assist and support Stores or regional Brand teams using company’s policies and guidelines  -     Improve After Sales Front Office and Back Office procedures, policies and standards 
  • Handle any major customer complaints or incidents
  • Find ways to measure and maintain high level of customer satisfaction and identify areas of improvement

    Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end

    Produce and analyze reports on After Sales activities and KPIs for continuous improvement

    Support team members in problem solving and help them to grow in order to retain talents within the team

Who you are

    Bachelor’s Degree

    At least 5 years’ Experience in After Sales Services/customer service, with Luxury Product experience is a plus

    Strong customer orientation and interest in After Sales Service in general

    Fluent written and verbal English

    Good knowledge of MS Office

    Good analytical skills, excellent communication skills including outstanding persuasion and presentation skills, Strong decision making

    Flexible, multi-tasking and work well under pressure in a fast-paced working environment

    Strong attention to detail and accuracy, independent, self-motivate and able to motivate the team

  • Full time
  • Asia
  • Korea, Republic of

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