Client Care Lead

Job description

Client Care Lead

The Customer Care Center located in Chanel Delhi Office will be managing all the client interactions through phones, emails, or messaging for all activities and for several purposes (inquiries about products, about boutiques, follow up on orders). This will be a new activity for India team with a new team contributing to deliver the best experience to our clients.

The Customer Care Center will operate from 10am to 10pm every day. So, you might work during the weekend depending on the monthly plannings and the shifts.

Core of the Job

The Client Care Lead will be in charge of the daily follow up of the team ensuring the level of excellence and the respect of Chanel client relationship philosophy, with a personalized approach for each client. You will oversee team planning, training and the overall team task list and organization.

As part of the mission, you will also participate to the Customer Care Activity being client facing through the different channels (phone, messaging), at least 25 to 30% of your time.

Principal mission

Daily monitoring and follow up of the operations

- Ensure that all the procedures are shared with the teams and that there are followed

- Daily team briefing

- Weekly briefing on “what’s going on” this week (product launch, event … ) making sure the team is constantly aware of what is going on

- Follow up of the KPIs: remind the achievement of the previous day in term of service level and quality.

Supporting the team on a daily base

- Daily One to One (15mn) to debrief and give feedbacks

- Real time feedbacks when needed

- Bring support to the client advisors in case we don’t have a proper procedure for a case

- Be available anytime for questions, guidance, escalation …

- Animate the team around briefing, small activities or exercises

Coordinate Team plannings, trainings and meetings

- Contribute to establish team planning to ensure the best coverage & the best level of service

- Work closely with Boutique teams, Retail, marketing & E-commerce teams when needed

- Collaborate strongly with training teams to suggest and set up relevant training plans for all activities.

Solve operational issues

- Ensure that the tools are working perfectly

- Report to the relevant department in case of any tools issues (IT, Digital etc…)

Contribute to the Customer Care Center activity

- Handle 20 to 25% of the calls/requests on a weekly base

- Assist in case of shortage in teams (due to sick leaves or trainings)

- Stay as close as possible from the clients request and be the voice of the clients / field

Contribute to improve the processes if needed

- Suggest improvement if needed the speeches, reporting, procedures books

- Identify cases non covers by standard procedures: propose solutions and action plans to the Customer Care Manager

- Suggest improvement if needed on the evaluation grids to monitor quality

Follow up Operational performance.

- KPIs follow up

- Quality monitoring

- Propose solutions and action plans if KPIs are not met 

Expertise

You are passionate about the client service & client relationship

You have great communication skills, and you are a team player

A first experience in Retail or in Client service will be a plus

You understand retail operations to better support our boutiques and better serve our clients

You know how to balance between strict rules and guidelines and flexibility when needed

You are very well organized and very precise in during execution

You are passionate about our products.

You have a sense of Excellence.

Technical Skills

Knowledge of salesforce environment is a plus

At ease with Excel

At ease with indirect management and giving feedbacks

Fluent in written and spoken English.