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Assistant / Customer Service Manager - Retail Operations (Japanese Speaking)Ralph Lauren
Assistant / Customer Service Manager - Retail Operations (Japanese Speaking)Ralph Lauren
Job Highlights
  • 5 yrs of working experience in CS, call centre
  • Solid operational insights from Customer Services
  • Proficiency in Japanese is a must
Job Description

To manage Ralph Lauren Asia Pacific’s Customer Service operation, servicing 7 countries & 8 regions (Japan, Korea, Hong Kong, Macau, China, Taiwan, Philippines, Thailand, Singapore, Malaysia, Australia and New Zealand) and also to lead and to support Customer Service-related projects. 

Key Responsibilities

  • Provide critical insights to the long-term strategic development of the Ralph Lauren Customer Service functions
  • Partnering with Customer Service teams across the APAC region to provide excellent service to Ralph Lauren customers.
  • Referring to our global standards, providing directions to the 3rd party customer service teams to maintain service excellence of Ralph Lauren brand.
  • Based on a deep understanding of our brand, products and company culture, formulate, design and deliver new-hire / ongoing training programs to the Customer Service team.
  • Revise and devise new or enhanced service processes and procedures, participate in system testing, and effectively communicate these changes to the team
  • Identify the training needs of the team and evaluate the effectiveness of the training programs and activities to ensure a continuous uplift of staff competencies
  • Partner with internal business units to update and deliver seasonal product briefings and other necessary trainings to the team 
  • Develop a quality assurance mechanism and conduct daily quality control on calls, emails and chat messages
  • Be the trusted partner to the team and other functions, partner closely with the respective team managers / supervisors in all manpower planning activities, and in resolving serious customer issues
  • Provide contact forecast, weekly and monthly report to communicate customer service team performance / KPI.

Requirements

  • Degree holder (with a major in Business, Hospitality, or Japanese being highly preferred)
  • At least 5 years of working experience, preferably in the areas of Customer Service, Call Center, Training, Quality Assurance / Control, Hospitality, or other guest-oriented environments (candidate with less experience will be considered as an Assistant Manager position)
  • Solid operational insights gained from a Customer Service / Call Center environment, with the ability to conduct thorough process-mapping activities in order to pinpoint areas for improvements
  • Proven ability to work collaboratively and train a small team in delivering excellent customer service
  • A quick learner, with the capability to adapt to a new environment, with varying culture, systems, processes and products
  • Excellent communication skills, with the ability to bridge the gap between Ralph Lauren and our external service vendor to maintain excellent service delivery level
  • Proficiency in Japanese is a must.  Strong in spoken and written English and Chinese.
  • Advanced PC skills: Excel, PowerPoint, Visio

    

We offer a collegial working environment and an attractive remuneration package and career prospects for the right candidate. Only short-listed candidates will be notified. Ralph Lauren is an equal opportunity employer. Personal data provided will only be used for purpose of recruitment and selection.

 

Additional Information
Years of Experience
5 years
Employment Type
Full Time, Permanent
Benefits
Dental insurance, Double pay, Five-day work week, Life insurance, Medical insurance
Company details

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren Purple Label, Ralph Lauren Collection, Double RL, Polo Ralph Lauren, Polo Ralph Lauren Children’s, Ralph Lauren Home, Lauren Ralph Lauren, RLX, American Living, Chaps and Club Monaco, constitute one of the world's most widely recognized families of consumer brands.