Premium Services Specialist-APAC

Customer Operations Shanghai, China


Description

What You’ll do:

  • Liaise with Private Client team to understand daily operational issues happening to VIP customers.
  • Liaise with all other operational teams to provide fast resolutions to those issues, mainly with Delivery Support, Partner Services, Customer Service, etc.
  • Contribute to VIP Metrics improvements both in terms of operational performance and customer retention.
  • Support the implementation of local processes and initiatives specific to APAC VIP Customers
  • Contribute to transform reactive into proactive actions, proposing route cause resolution of most common issues
  • Identify issue patterns and feed R&D team

 

Who You Are:

  • A professional with strong commercial and costumer focused mind set;
  • Very good communicator and a professional with negotiation talent;
  • Able to work under pressure in a fast-paced environment;
  • Knowledgeable of fashion/fashion brands;
  • Able to exceed customer expectations;
  • Excellent in listening;
  • Hardworking and passionate;
  • Proficient in using IT systems, both customer service specific and windows packages;
  • Fluent English is mandatory - Excellent in verbal and written communication skills;
  • Passionate for technology and e-commerce business is a plus