岗位目标：
客户关系中心服务大使通过电话、品牌官网在线、电子邮件、品牌公众号、企业微信、天猫平台在线聊天工具或其他电子社交媒体，代表历峰品牌与顾客建立联系。根据历峰质量标准，服务大使始终代表集团的品牌形象，处理所有关于顾客服务、销售和售后方面的要求。基于优秀的沟通技能，服务大使对于所有的顾客需求能够提供帮助，包括服务需求和销售咨询，判读顾客需求，引导顾客下单，并处理各类顾客投诉，提高顾客满意度。
主要职责：
- 通过电话、品牌官网在线、电子邮件、品牌公众号、企业微信、天猫平台在线聊天工具或其他电子社交媒体与顾客保持联系，回答顾客的问题；
- 促进线上销售和电话销售成交量，提高询单转化率以达到销售目标；
- 负责平台订单管理，发货进度的跟进，及时处理快递物流异常问题；
- 在相关系统内，准确录入所有业务需要的数据和相关信息；
- 及时、有效、妥善处理各类客户投诉，辨别顾客满意与否，并将结果汇报给主管；
- 熟悉各个平台规则、做好差评防控，与顾客建立友好信任的关系，提高顾客满意度，并达到顾客满意度调研目标；
- 支持集团品牌电子商务的网页管理及相应的用户体验测试；
- 遵守集团的政策和工作流程，塑造集团专业形象；
- 与集团现有售后团队协作，处理各类保养、维修和售后需求。
我们用声音和网络传递艺术作品的工匠精神，让尊贵的客人体验全方位的优质服务；
我们不断助力历峰各品牌的数字化战略升级，与历峰新零售业务共创辉煌！
Main Objective:
The Customer Relations Center (CRC) Ambassador establishes contact with customers on behalf of Richemont brands through various channels, including telephone, brand websites, email, brand WeChat public accounts, corporate WeChat, Tmall platform online chat tools, or other electronic social media platforms. In accordance with Richemont’s quality standards, the Service Ambassador consistently represents the Group’s brand image, handling all customer service, sales, and after-sales requests. With excellent communication skills, the Service Ambassador provides assistance to all customer needs, including service requests and sales inquiries, assessing customer needs, guiding customers through orders, and addressing customer complaints to enhance customer satisfaction.
Key Responsibilities:
- Maintain contact with customers via telephone, brand website online, email, brand WeChat public accounts, corporate WeChat, Tmall platform online chat tools, or other electronic social media channels, and respond to customer inquiries.
- Promote online and telephone sales transactions, increasing inquiry-to-order conversion rates to meet sales targets.
- Manage platform orders, track shipping progress, and address logistics and delivery issues in a timely manner.
- Accurately enter all required business data and relevant information into the appropriate systems.
- Timely, effectively, and appropriately handle various customer complaints, assess customer satisfaction, and report results to the supervisor.
- Be familiar with platform rules, manage negative feedback, build friendly and trustworthy relationships with customers, enhance customer satisfaction, and achieve customer satisfaction survey targets.
- Support the brand’s e-commerce webpage management and user experience testing.
- Adhere to Group policies and workflows to maintain a professional image for the Group.
- Collaborate with the existing after-sales team to handle various maintenance, repair, and after-sales service requests.
We convey the craftsmanship spirit of art through voice and online channels, offering esteemed customers comprehensive high-quality service.
We continuously contribute to the digital strategy upgrades of Richemont’s brands, helping to create success with Richemont’s new retail business!