Client Relations Team Leader, SGMYVN

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

YOUR MISSION:

Within the Relations Center, manages a team of Ambassadors and closely monitors the quality of service they provide to ensure that it is in line with the defined KPIs.

HOW WILL YOU MAKE AN IMPACT?

Role

• The Team leader is responsible for the daily running and management of the Client Relations Centre for a global luxury holding. He/she is a positive ambassador for the organization at all times. This is a key position in Client Relations Centre operations through which we ensure the achievement of service standards and management of relationships with all of our jewellery and watch Maison as well as information exchange with the home market.
• Team leader is the first point of contact for ambassadors where he/she is also an expert with regard to systems, processes and procedures.
• Team leader is also a major support for the Head of Client Relations Centre for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.
• He/she supports telephone, web, and other (social) communication and phone and web sales and defines training needs in close collaboration with trainer and implements all required action plans to meet service and sales objectives.
• Using effective communication skills, the Team Leader motivates and supervises ambassadors effectively in order to achieve both qualitative and quantitative goals and targets, through regularly check-ins while concurrently concretely tracking and monitoring results

Responsibilities

• Facilitate online and phone sales in order to reach set goals and objectives
• Handle Inbound and outbound customer contact via telephone, e-mail, live chat and other (social) media, including providing guidance and at times being the next-level escalation point for more complex cases
• Coach individual ambassadors and put together action plans to help them meet service and sales targets
• Provide guidance and inputs on individual ambassador performance on clienteling, to achieve sales conversions
• Deliver brands information to customers, and vice versa collect valuable feedback from customers to brands
• Accurately process all required data/information in appropriate system/tools under group data security policy
• Escalate the emergency system issues to Head of Client Relations Centre in a timely manner, and report findings on system improvement if any
• Identify trends in customer satisfaction or dissatisfaction, sales insights and report findings to Head of Client Relations Centre
• Follow company policies and procedures as outlined and represent the Group in a professional image at all times
• Collaborate with the Group’s existing Customer Service team for repairs and after-sales service requests

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Call center /customer service management experience, preferably in the retail / e-Commerce industry
• Knowledge of contact center management tools (ideally SalesForce): CRM, Interaction Management, telephony and social media management.
• Knowledge of quality monitoring tools and customer satisfaction strategies
• Operational experience with WFM and/or roster planning and scheduling tools in a contact center environment
• Proven ability to create and sustain positive relationships
• Seasoned and knowledgeable about customer service and continuous quality improvement
• Strong collaboration skills
• Management experience is a plus

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