Market Coverage: Australia, Malaysia, Singapore and Thailand

Roles and Responsibilities

Operational Excellence

• Ensure efficient operational management of the team and adherence to SLAs

• Promote continuous service quality improvement and support in escalations

• Ensure compliance with existing processes and identification of improvement potentials

• Effectively plan and allocate resources to achieve performance goals

• Identify training needs and implement training programs

• Provide support for store and workshop inquiries

Cultural Leadership & Collaboration

• Act as a liaison between the Client Service Team and other departments to ensure seamless collaborations

• Promote continuous learning and development within the team

Process Optimization and Analysis

• Analyze client service data to identify trends, patterns and areas for improvement

• Develop and implement processes to enhance efficiency, quality and client satisfaction

Reporting and Communication

• Create regular reports on team performance

• Ensure clear and effective communication within the team and with other departments

Work Requirement:

• A degree in Business Administrations, Communications, or related field; Equivalent qualifications gained through relevant professional experience will be considered

• At least 3 years of proven leadership experience in client service, ideally in a call center or in the retail/ luxury industry

• Demonstrated experience in direct client interaction, including adeptly handling problem-solving, escalations, and systematic follow-up

• Excellent communication skills in English, both verbal and writing. Further language as an advantage

• Analytical competence to evaluate service quality, identify optimization potential, and develop targeted solutions

• Strong ability to prioritize, even under high pressure, as well as a high level of resilience.

• Team player with hands-on mentality and a proactive mindset.

• Strong sales and product storytelling skills associated with attitude and tone of voice in line with luxury industry and RIMOWA values.

• Client First mind-set and strong interpersonal skills with the ability to engage effectively with clients, to meet and exceed their expectations, to handle complaints and difficult situations professionally.

• Punctuality and time-management skills by respecting and adhering to assigned schedules, ensuring reliability and efficiency.

• Flexibility to work shifts, including evenings, weekends, and holidays, to accommodate client needs across different English-speaking markets.

• A highly motivated, energetic, and inspirational team player.

• Proficiency in Microsoft Office suite and CRM software (experience with Salesforce is advantageous).