Customer Service Manager-Luxury MNC

6 days ago

Shanghai, Shanghai, China Michael Page Full time $60,000 - $80,000 per year
  • Shape and lead the customer experience for a prestigious global luxury brand.
  • Join a global organization committed to excellence and continuous improvement

About Our Client
This is a well-established organisation in the retail industry, recognised for its high-quality products and commitment to customer satisfaction. Operating in Shanghai, the company values excellence and innovation in its services.

Job Description

  • Oversee and manage the customer service team to ensure exceptional service delivery.
  • Develop and implement customer service policies and procedures.
  • Monitor customer interactions to ensure adherence to quality standards.
  • Analyse customer feedback and implement improvements to enhance satisfaction.
  • Collaborate with other departments to resolve customer issues efficiently.
  • Train and mentor team members to improve their skills and performance.
  • Prepare regular reports on customer service performance and metrics.
  • Handle escalated customer complaints and provide effective solutions.

The Successful Applicant
A successful Customer Service Manager should have:

  • Proven experience in customer service within the retail industry.
  • Strong leadership and team management skills.
  • Ability to create and implement effective service strategies.
  • Excellent communication and problem-solving skills.
  • Proficiency in relevant software and tools for customer service management.
  • Fluency in English and Mandarin is highly desirable.
  • A commitment to delivering outstanding customer experiences.

What's on Offer

  • Opportunity to work with a global organisation in the retail industry.
  • Permanent position based in Shanghai.
  • Chance to lead a dedicated and skilled customer service team.

If you are passionate about customer service and eager to contribute to a reputable company in Shanghai, we encourage you to apply.

Contact: Jhene Zhang
Quote job ref: JN

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