Team Manager Customer Service
il y a 1 mois
Approach People recrute, pour un de ses clients client, un des plus grand groupe de luxe et mode.
CDI basé dans Paris.
Team Leader Service Clients Luxe – allemand langue maternelle (IMPERATIF) et anglais bilingue
Au sein d’un pôle service clientèle composé d’une trentaine de conseillers, vous managerez une équipe de 10 conseillers clientèles parlant anglais, allemand et français pour une grande maison de luxe française (poste en interne et non pas chez un prestataire).
Pour ce poste vous parlez allemand langue maternelle et anglais courant à bilingue (le français peut être intermédiaire).
Vous avez impérativement déjà managé au sein d’un service clientèle ou en boutique.
Within the E-commerce & Customer Service Department of our client, you will be part of the E-Retail Department and will be responsible for the excellence of customer relations (telephone and emails in particular), regardless of their purchasing channel: store or e-commerce.
Working Environment
You will manage, recruit, develop and support the team on a daily basis to reach high standards of customer service quality.
You will manage a team of around 10 client advisors and report to the Area Manager in charge of Central & South Eastern Europe (Germany, Switzerland and Italy).
As a member of the CRC Management team, you work in close collaboration with other Team Managers of your area, ensuring aligned processes, communication and organization within the CRC.
Your daily motivation is to develop and assist the team in a positive and challenging spirit
Team development
- CRC agents (with final approval of Area Manager), based on needs for the whole area provided by Area Managers & HR
- integration, as well as on and offboarding of CRC agents (with Office Manager)
- and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork
- H2C values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
- the people in the team on an individual basis, both regularly and during mi-annual and annual interviews
- the development of the skills of his/her team, by listening to individual and collective needs, and by passing on information to the Deputy Director of e-Retail, in order to set up appropriate trainings
- training program with Deputy Director in line with team member presence and coherence of their needs
- of each team member with regular individual meetings:
- ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, MOTO in particular)
- reach standard of Customer Service level and enable each team member to improve competences (Hubicus/CX Groupe)
Monitoring and Support
- the KPI's (daily basis and individual ones) related to his/her team and propose actions to improve its performance and sharing with the Area Manager
- compliance with processes regarding clients and subsidiaries and support the team in improving customer relations
- team in dispute cases with clients - Alert area manager in case of problems/litigation/difficult cases and propose solutions
- managerial decisions in order to solve client disputes
- of team planning / team presence (Excel sheets)
- of vacation validation (in ADP and Excel sheet)
Communication
- regular Morning Briefs with the team to share information, processes, best practices (+ animation of Morning Briefs in a creative and stimulating way)
- coherence within the whole E-com team in the communication processes and regular exchange by sharing information with other Team Leaders of different services (ex: CRC Team Managers/ SSS / Returns / ecommerce websites)
- information and feedback with Area Manager concerning the Team, disputes, processes, malfunctioning - in order to offer improvement propositions
- reporting of team performance to the Area Manager
Benefic aspects for you
- are joining a dynamic, international team with lots of interactions with different departments
- are autonomous and proactive in you daily organization
- benefit from a wide range of missions
- help to empower your team and enable them to grow personally and professionally
- are in contact with the subsidiaries of your perimeter
This position fits you, if you are
- capacity to work in a team spirit and leadership
- service oriented and eager to provide an excellent customer experience
- and solution oriented, being able to “think out of the box”
- (French native/English + German bilingual)
Salaire fixe + 6 % de variable + participation/intéressement
Statut Cadre (13 RTT)
Pas de télétravail ou très occasionnellement.
Travail du lundi au vendredi (1 samedi par mois est travaillé - ouverture du service clientèle de 10 à 19h).
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