CS Responsible Manager

Department: Massimo Dutti Customer Service

Position: CS Responsible

Reporting to: Massimo Dutti Global CS Manager / Communication Manager

Location: Seoul, Korea

About the Role

As a Customer Service Responsible at Massimo Dutti , you will oversee customer service operations across our stores and online channels, ensuring an exceptional customer experience.

You will work closely with store teams and customer service centers to establish service guidelines, manage customer inquiries and complaints, and coordinate effective solutions. You will also collaborate with internal and external stakeholders to resolve complex customer issues, manage compensation cases, and drive continuous improvements in customer satisfaction.

What Will You Do?

Customer Service & Issue Resolution

• Manage customer complaints and service-related issues across stores and online channels.
• Coordinate customer compensation cases, including payment processes.
• Analyze customer service data and individual cases to identify effective solutions and improvement opportunities.

Service Guidelines & Training

• Develop and implement customer service guidelines and best practices.
• Communicate with store teams and provide training and guidance to customer service center teams.
• Identify opportunities to enhance service quality and customer experience.

Collaboration & Reporting

• Prepare customer service reports and provide regular updates to the global headquarters in Spain.
• Act as a key point of contact, coordinating with internal and external stakeholders to resolve customer service issues.
• Monitor and manage key performance indicators (KPIs) to improve service performance.

Budget & Workforce Management

• Manage customer service budgets and operational costs.
• Forecast staffing needs and plan resources based on business requirements.
• Support efficient workforce planning and operations.

Who Are We Looking For?

• At least 2 years of experience in customer service, call center management, or a related field.
• Strong English communication skills, both verbal and written.
• Excellent interpersonal and collaboration skills, with the ability to build positive relationships across different teams.
• A positive leadership mindset, with the ability to build, motivate, and guide teams toward shared goals.
• A strong sense of ownership, attention to detail, and the ability to prioritize and manage tasks in a structured and organized manner.