Customer Solutions, CSC (Title: Assistant Manager or Specialist)

Position

OVERALL, MISSION:

We are looking for a Digital-oriented associate to join our dynamic team at Louis Vuitton. In order to contribute to company’s growth, this role is crucial for providing service to all business departments especially Client Services, by managing various information systems which support digital services such as order-on behalf (placing order on client’s behalf), diversifying inquiry contact point (Call, Email, and Chat), CRM, and client data management in Japan, in line with global (e.g. PIPL, GDPR, etc.) and country’s regulation (e.g. eco system, Privacy policy, etc.)

Job responsibilities

MAIN JOB RESPONSIBILITIES:

This role is to take in charge the implementations, evolutions and RUN support of the Louis Vuitton Client Service initiatives in an Agile organization:

• In relation with local business teams for issue identification &solving, enhancement collection, enhancement validation, solution customizing autonomously working with developers
• In relation with the HQ LV_NEO for “core” enhancement set-up, enhancement developments and solution support
• Critical business operation support (commercial and non-commercial): Client Services, Digital Retail, and offsite events which involve digital services
• Collaborate with Customer Solutions member for further improvement of both hard and soft skills
• Self-management & build effective working relationships with multiple teams

Profile

KEY REQUIREMENTS / QUALIFICATION AND SKILLS:

 

Required:

• Around 3 years of experience to build and manage Call Centre solutions, especially the well-known products such as; Salesforce (Sales Cloud, SFB2C, Salesforce Core)

• Experience to manage payment services (Credit Card (bonus payment, instalment payment,,), Bank Transfer, Cash on Delivery, Alternative Payment (PayPay, Rakuten Pay, Paidy, Pay-easy, Apple Pay, Google Pay..)
• Experience to work closely with teams managing Client Services, Digital Retail, Client Development
• Troubleshooting skill (e.g. check system log to analyse system error)
• Language: Business level of Japanese and English (Strong communication and presentation skills with both languages)
• Customer-oriented mindset

Preferred:

• Experience to utilize the well-known integration products such as; Mulesoft, LINE API, Open Search
• Experience to support telephony solution which is integrated with Call Centre solutions such as; Genesys
• Experience to support B2C Retail, Omni-channel
• Project management skill and tools such as; Atlassian products (Confluence, Jira, Xray)
• Experience to work in multi-cultures and diversity work environment

Additional information

INTERNAL WORKING RELATIONS:

Various domains in Japan LV_NEO

• Customer Solutions (Digital, Retail, Client Experience)
• Enterprise Solutions (Logistics, Delivery Experience, Supply Chain and Omnichannel, SAP Distribution & Finance )
• Enterprise Architecture and Data
• Technical team
• Training Manager
• CISO

Various domains in Zone (EU, APAC, US) LV_NEO

• Customer Solutions in other zones

Various domains in HQ LV_NEO

• Customer Solutions. Main areas of interaction: Client Services, eRetail domains
• Enterprise Solutions. Main areas of interaction: Logistics, Delivery Experience, Supply Chain and Omnichannel, SAP Distribution & Finance
• Enterprise Architecture and Data. Main areas of interaction: Data Integration, Data & Analytics, Functional Architecture
• Information Security

 

EXTERNAL WORKING RELATIONS

Application and infrastructure support team in various countries (India, Malaysia, Singapore, France, etc.)

Various business departments in Japan

• Client Services
• Digital Retail
• Client Development
• Logistics and Supply Chain
• Finance

Recruitment process

INTERVIEW PROCESS:

 

1^st Interview: HR Interview

2^nd INTERVIEW: HM Interview

3^rd interview:  Head of Div Interview

4^th interview:  HQ Head of DOMAIN Interview