Alex Friskan , Alex Lo and Brian Tse and its Failed Management at Burberry Asia Limited plus its Poor Business: Closure of its Asia Pacific Centre in Hong Kong and its Relocation to More Prosperous Shanghai

 

Title: Alex Friskan , Alex Lo  and Brian Tse  and its Failed Management at Burberry Asia Limited plus its Poor Business: Closure of its Asia Pacific Centre in Hong Kong and its Relocation to More Prosperous Shanghai

Dear Applicants, this is exactly a call centre job at highly risk that its department is going to be closed due to the poor management and poor business performance. Bad management causes the worst result, and it victimises weak staffs. 

Burberry Asia Limited is not highly recommended. Don't be fooled by its brand illusion. 

Comment: In May 2017, the C.E.O. [[Christopher Bailey (fashion designer)|Christopher Bailey]] decided to close the Hong Kong customer service department due to poor performance of the entire Asia Pacific office led by Alek Friskan, Alex Lo and Brian Tse. Recently its annual sales is worse than ever, and its development rate is globally minus 17 %. Japanese team's sales performance (Hieda Momo and Eri Nagakawa) is 0 %. 

Conclusion:What are you (the Sinners)doing is just protecting your own position despite any serious and complicated management issues among teams. Such as management team's negligence on double standard and extremely personalised ways of work among different foreign language teams. As the result, there are bunch of people who have learned to be sly. CEO's decision was right that closing your poorly managed department. 

Burberry Asia Limited

Founded in 1856, Burberry is a luxury brand with a distinctive British sensibility and strong international recognition. Headquartered in London and listed on the London Stock Exchange Burberry continues to create new opportunities for growth and development.

Customer Service Consultant (Part time)

12-Jun-17

jobsDB Ref. JHK100003005345295

JOB PURPOSE

Through your passion for the Burberry brand and product and your specialist, expert, product knowledge you will provide a personalised sensational experience for our global customers. 

RESPONSIBILITIES

• Delivering World Class, Luxury Customer Service:
• As the Customer Service Consultant you are the human face of the digital Burberry customer experience, connecting across the business to fulfil every customer need.
• You will be as helpful as possible by taking ownership of each customer journey, resolving cases through accurate, appropriate and personalised solutions that enhance brand loyalty.
• By demonstrating passion for the brand and expert product knowledge you will encourage customers to personally experience the style, look and quality of Burberry products.
• You will use your empathy and intuition to anticipate and understand customers’ needs, persevering to resolve service or product related issues with specialist after-sales knowledge
• You will be an enthusiastic advocate for the brand, using your knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue
• You will be an expert in dealing with customers via phone, live chat and email dialogue, this will include direct contact from customers, calls for flagship stores, and internal colleagues.
• You will contribute towards the efficient running of the customer service department and play a key role in achieving the contact centre service level targets.
• Using a range of systems and digital tools, you will ensure that the relevant administration is completed and distributed appropriately, in line with the departmental ways of working
• Accurately record customer details using computer based and paper based systems where necessary.
• You will ensure to operate in accordance with Burberry’s approved policies and processes, and in line with Company procedures to minimise loss.
• Carry out any additional duties as directed by the management team.

PERSONAL PROFILE

Excellent verbal and written English and Chinese language communication skills are essential;

• Demonstrable experience in front line customer service role, ideally within Contact Centre environment.
• Passionate about delivering a sensational customer experience.
• Able to work collaboratively.
• Excellent verbal and written communication skills.
• Strong problem solving capability.
• Team player.
• Robust and confident.
• Organised and able to multi task.
• Be available to work flexible shifts.
• Demonstrates initiative through proactive approach.
• Demonstrates a positive attitude