Client Services Team Manager

6 days ago

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

About the Role

As a Client Services Team Manager at Christian Dior Couture, you will be responsible for overseeing the day-to-day operations of our Client Services Centre in Hong Kong. This is a key role that requires a customer-first mindset and a passion for delivering exceptional service to our clients.

Key Responsibilities

  • Manage and coach a team of Client Services Advisors to ensure they are equipped to handle customer inquiries and resolve issues in a professional and empathetic manner.
  • Provide support and guidance to Advisors on complex customer cases, ensuring that solutions are tailored to meet the client's needs.
  • Work closely with the Operations Manager to optimize daily workflow and ensure that objectives are met.
  • Develop and maintain brand awareness and product knowledge to meet ongoing customer and business needs.
  • Track and monitor performance metrics to ensure that KPIs and objectives are met.
  • Ensure that detailed and accurate records are kept for each client using our technology systems.
  • Collaborate with the management team and HR to ensure that all health and safety guidelines are implemented and adhered to.
  • Develop excellent working relationships within the Dior network and with external partners.

Requirements

  • Minimum of 6 years' experience in luxury customer service, preferably in a retail, hotel, or concierge business, overseeing a team.
  • Previous experience in a client call centre is mandatory.
  • Regional exposure is a plus.
  • Strong sense of initiative and solutions-oriented with a clear demonstration of a customer-first mindset.
  • Outstanding communication skills, both written and verbal.
  • Strong sales negotiation skills and clienteling experience.
  • Strong analytical and technical skills with excellent attention to detail; previous experience with Salesforce is a plus.
  • Highly motivated, energetic, and inspirational team leader.
  • Able to work a varied schedule, including hours, days, nights, holidays, and weekends.
  • Able to multi-task and prioritize competing tasks under pressure.
  • Fluent in English and Mandarin, with additional language fluency a plus.
  • Proficient in Microsoft Office.

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