上海招聘

职位描述：
The Role

Reporting to the Customer Service Manager, you will be responsible for ensuring the highest levels of customer service delivered to both our customers and partners across every communication channel. You will be managing a team of Customer Service Advisors to ensure productivity and a consistent delivery of service excellence.

Responsibilities:
Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
Act as point of escalation for team for customer complaint and IT related support resolution
Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
Manage team attendance and report any discrepancies to Work Force Manager
Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
Work closely with global CS Supervisors to ensure consistency of training and process

Who You Are:
Experience in customer service managing a team, preferably in a luxury fashion retail, hospitality or e-commerce environment;
Excellent verbal and written communication skills in English and Mandarin; Cantonese or Korean will be a plus
Ability to work under pressure in a fast-paced environment;
Ability to lead and motivate a team;
Self-motivated, confident and articulate;
Passion for fashion and a good understanding of fashion brands;
Proficient user of IT systems, both customer service specific and windows packages;
Strong listening skills;
Positive approach to change and can-do attitude to drive business results;
Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed 举报 分享

Farfetch Limited 是一个立足于时尚奢侈品行业的全球领先科技平台，旨在将品牌、买手与时尚爱好者紧密连结起来。 2007 年，出于对时尚的热爱，José Neves 先生创立 Farfetch，并于次年将其发布上线。作为一个全球时尚电商平台，我们与来自 50 多个国家的 1200 多个人气品牌、买手店以及商场紧密合作，精选优质时尚单品，送至 190 多个国家的顾客手中。让全球时尚爱好者足不出户，即可选购海量奢品，尽享一站式购物体验。

此外，Farfetch 还通过 Farfetch Platform Solutions 服务为企业客户提供电商和技术解决方案；旗下的伦敦时装精品零售商 Browns 和美国潮牌寄售交易平台 Stadium Goods 为消费者提供更多时尚奢侈品购物选择；New Guards 平台则助力孵化多个全球时尚品牌。Farfetch 还积极投入到创新研发当中，不仅推出增强零售项目 —— Store of the Future 未来商店，还为时尚奢侈品行业研发核心技术、策划商业方案和提供服务。