Fendi Client Services Assistant Manager

Fendi, a prestigious brand under the LVMH conglomerate, is renowned for its exquisite craftsmanship and innovative designs in the luxury fashion industry. As an employer, Fendi offers a dynamic and inclusive environment that fosters creativity and professional growth, providing employees with the opportunity to work with some of the most talented individuals in the field.

1. Oversee daily interactions via phone, email, and chat, setting a standard for customer-centric communication.
2. Execute staff coverage and scheduling based on case volume.
3. Develop processes to ensure service level guarantees, tracking, and reporting.
4. Motivate the team to achieve KPIs, providing necessary resources.
5. Provide initial response and resources for store and e-commerce related issues, including orders, delivery, repairs, payments, returns, and escalations.
6. Deliver quantitative and qualitative feedback for individual training of CS advisors.
7. Lead onboarding and ongoing training for CS advisors in customer acquisition, sales, problem-solving, policies, and escalations.
8. Utilize CRM resources to enhance engagement and retention, especially for e-commerce clients.
9. Manage case escalation processes effectively, ensuring smooth communication with e-commerce, retail, and CRM teams regarding complaints and customer feedback.
10. Collaborate with after-sales to ensure optimal client experiences and follow-up on repairs and product issues.

1. Experience in customer service/call center and team management.
2. Minimum 3-4 years in customer service or luxury retail.
3. Experience with client service systems such as Salesforce.

1. Excellent verbal and written communication skills with a client-first approach.
2. Problem-solving, motivational, and talent development skills.
3. Leadership to enhance team motivation towards goals.
4. Process-oriented with the ability to manage long-term and short-term projects concurrently.
5. Basic skills in Microsoft Suite (Excel, Word, PowerPoint).
6. Native-level Japanese.
7. Business-level English (TOEIC 800+).

Minimum 3 years of experience in customer service or luxury retail, with team management responsibilities.

Fendi offers a comprehensive benefits package, including opportunities for professional development and career advancement within the luxury fashion industry.

Fendi fosters a culture of excellence and innovation, encouraging employees to push boundaries while maintaining a strong commitment to quality and customer satisfaction. The work environment is collaborative and supportive, with a focus on continuous improvement and personal growth.