Luxury Customer Service Director

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Christian Dior Couture Full time

About the Role:

We are seeking a highly skilled Luxury Customer Service Director to join our team at Christian Dior Couture. As a key member of our Client Services Centre in Hong Kong, you will play a vital role in ensuring the successful day-to-day operations of the centre and overseeing a team of Advisors.

This is an exceptional opportunity for a seasoned customer service professional to take their career to the next level and work with a world-renowned luxury brand. If you have a passion for delivering exceptional customer experiences and leading high-performing teams, we want to hear from you

Key Responsibilities:

  • Team Leadership: Manage, coach and mentor a team of Advisors, providing guidance in resolving customer issues and consistently reinforcing a customer-first mindset.
  • Customer Case Management: Provide support and/or personally handle complex customer cases, expertly resolving them in line with defined processes.
  • Escalation Process: Ensure the escalation processes are followed and successfully applied to resolve customer issues efficiently.
  • Coach and Mentor: Continually coach Client Services Advisors to improve their customer service and communication skills, ensuring their tone and language is professional and empathetic.
  • KPI Monitoring: Communicate KPIs and sales goals to the team, tracking and monitoring targets to ensure objectives are achieved.
  • Daily Workflow Optimization: Work with the Operations Manager to oversee, monitor and optimize daily workflow, ensuring objectives are achieved and partnering with the management team to provide solutions to any issues.

Requirements:

  • Minimum 6 Years Experience: A minimum of 6 years' previous experience in luxury customer service, preferably retail, hotel or concierge businesses, overseeing a team.
  • Previous Experience in Client Call Center Mandatory: Previous experience in a client call center is mandatory.
  • Strong Communication Skills: Outstanding communication skills, both written and verbal, with a strong sense of initiative and solutions-oriented approach.
  • Fluent English & Mandarin: Fluency in English & Mandarin, with additional language fluency a plus.

What We Offer:

  • Competitive Salary: HKD $80,000 - HKD $120,000 per annum (estimated salary based on industry standards).
  • Benefits Package: Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • Professional Development: Opportunities for professional growth and development within the company.

Note: The salary range mentioned above is an estimate and may vary based on individual qualifications and experience.



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