CSCスーパーバイザー/ CSC Supervisor

A global travel lifestyle brand is looking for a Client Service Centre Supervisor. The selected candidate will manage day-to-day operations, lead a team, and deliver exceptional customer service across all omni-channel activities.

Responsibilities:

• Deliver superior, personalised service to address client inquiries via all available channels
• Build and maintain strong relationships with clients through professional demeanour
• Achieve SLAs for customer-related contacts and resolve customer-facing issues promptly
• Provide qualitative and quantitative feedback to internal teams to enhance service
• Foster positive customer relationships and support omni-channel activities
• Proactively engage with clientele using in-depth product and process knowledge
• Manage sales orders daily, collaborating with fulfilment and shipping teams
• Oversee fraud management investigations and analytics
• Identify recurring customer service patterns to improve processes
• Assist with post-purchase processes, including returns and omni-channel fulfilment
• Analyse and report KPIs to headquarter teams
• Liaise with headquarter client service team and manage related projects
• Manage NPS comments and implement improvements to customer satisfaction
• Oversee client service staff activities, providing regular performance feedback
• Implement strategies to ensure best-in-class service across all devices and platforms

Requirements:

• Bachelor’s degree or above
• Practical experience in supervising client service staff
• Experience in online client service sales and relationship management
• Understanding of luxury clientele and language
• Skilled in MS Office Suite
• Proficient in Japanese and English

About the Company:

This company is a renowned global leader in the luxury luggage industry, specialising in high-end travel gear designed for durability and style. With a strong commitment to craftsmanship and innovation, it has established a legacy of producing premium products that cater to the needs of frequent travellers worldwide.

Keywords:

顧客サービス, クライアント管理, オムニチャネル, 売上管理, 顧客満足, 販売員, 求人, 外資系

Job Ref: RNNOND