Vista previa de la oferta
CRC Systems & QA Specialist
Luxury & Retail
Who are we?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
Are you a good match?
You have a bachelor degree or above.
You have training and coaching experience in a luxury retail or Contact Center environment, including Quality Management.
You have Clienteling, Coaching and Selling skill.
You have a proactive mindset with a strong sense of ownership and continuous improvement.
You have excellent communication skills in Korean and English.
What are we expecting from you?
Service Quality Management: You will monitor service quality and CRC VOC performance to identify trends and improvement opportunities. You will develop and implement action plans to enhance client experience and work efficiency. You will ensure the execution of improvement actions in partnership with the Online Retail Operations team.
Coaching & Client Advisor Development: You will lead quality evaluations, calibration sessions, coaching, and training for Client Advisors. You will identify development needs based on QA results, KPIs, and stakeholder feedback. You will act as the subject matter expert for client handling and CRC coaching standards.
Lead CRC Clienteling & Coaching Performance Analytics: You will analyze client journeys, VOC, KPIs, and channel performance to generate actionable insights. You will provide regular CRC coaching reporting and recommendations to support improvements. You will be a partner with Team Managers and Trainers to identify improvement opportunities and measure CRC action plan effectiveness.
Enable Operational Excellence through Systems & Digital Tools: You will be a partner with Regional and HQ teams to implement and enhance client service systems and digital tools to coordinate User Acceptance Testing and support system validation. You will facilitate change management initiatives, including user communication, training, and the adoption of new systems and processes. You will identify and lead system and process improvement initiatives to enhance CRC operational efficiency and service quality.
More than a role…. We recruit for a career!
By joining Van Cleef & Arpels you will be part of a Maison where employee career development is at the heart of our ambition.
Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
The recruitment process
Send your application online. If your profile matches our search, you will be contacted by our HR team for an interview. Along the recruitment process you will meet local CRC Manager, local Senior Online Retail Manager, local Talent Acquisition Manager, local Retail Director, local Senior Human Resources Manager.
Otherwise, you will receive an email to inform you that your application has not been successful.