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Teal Manager Service Clientèle Luxe (Call Center) Anglais Bilingue

Approach People recrute, pour un de ses clients client, un des plus grands groupe de luxe et mode. CDI basé à Neuilly (métro Sablons) 92

 

Team Leader Service Clients Luxe – Bilingue anglais (l'allemand est un plus)

 

Au sein d’un pôle service clientèle composé d’une vingtaines de conseillers, vous managerez une équipe de 11 conseillers clientèles parlant anglais et allemands pour une marque de PAP/Maroquinerie et une 2è marque de bagagerie de luxe (poste en interne et non pas chez un prestataire).

 

Pour ce poste vous parlez de façon bilingue à natif anglais / allemand/ Français, au moins 2 langues à avoir, les 3 langues parlées bilingues sont un vrai plus !

 

Vous avez impérativement déjà managé au sein d’un service clientèle (interne idéalement ou chez un prestataire).

 

Missions

The Team Manager is responsible for optimizing the Client Service performance within his team, which means to reach the Qualitative figures and Quantitative Service Level and take the necessary actions to reach the KPI’s of the CSC.

Motivate, coach and develop the team, ensure the appropriate management of the daily follow-up of the operations and contribute to develop loyalty of final clients.

Participate in Brands events and clienteling actions; promote the image of the brands and its products.

 

 

Key Responsibilities:

People Management:

The Team Manager supervises a multi-lingual team of Client Service Advisors in charge of handling calls from luxury brands... Customers, answering customer’s emails, dealing with orders received by phone and internet and performing clienteling actions.

 

He/she ensures the motivation of the team and builds a strong team spirit within the team.

 

With the help of the Director, he/she participates in the recruitment process, conducts the appraisals during the annual process, monitors the quality of the calls in order to evaluate and improve them (scripts, processes, etc…), defines and sets individuals goals, identifies the training needs, manages the organisation of the team in terms of planning, annual leave and absences.

 

With the HR department and the Director, he/she takes part on drawing up a development career path for each team member.

 

Commercial field:

He /she develops implements and monitors the sales plan, handles client’s complaints when necessary.

 

Daily Operational management:

He/she supervises the overall daily operation of the Virtual Store by showing an exemplary attitude regarding the procedures (repairs, client database, reservation, transfers, etc), Brands internal policies and making sure that sales are well recorded in tools according to the rules.

 

Communication:

The Team Manager represents his/her Virtual Store among the retail network, builds and maintains close relationships with the region & brands for which he/she is responsible. He/she provides the CSC, regions, brands and HQ with relevant reports about activity, client information or any relevant information or buzz related to the Brands.

 

 

Profile

 

    • Minimum of 5 years Client Service experience (people management).

    • Desire to work in a fast-paced environment.

    • Work autonomously and demonstrate a positive and enthusiastic attitude

    • Very good coaching skills, with excellent sales performance and customer service standards.

    • Strong knowledge of the luxury industry

    • Make quick and thoughtful decisions when needed

    • Very good skills in MS Office

    • Ability to analyse and report on areas of responsibility

    • Results oriented

    • Attention to detail and high standards

    • Team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment

    • Flexible and ready to work on Saturdays (1 to 2 per month)

    • Fluency French / English / German

 

Salaire fixe + 10% de variable

Statut Cadre (13 RTT)

Travail du lundi au samedi (ouverture du service clientèle de 9 à 20h) et un samedi sur 3.

 

 

 

Informations sur ce poste

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Approach People - CG
INFORMATIONS SUR LE POSTE

Ville

Neuilly-sur-Seine

Langues

Anglais

Fonction

Service Client

Expérience

Confirmé ( 4 - 10 ans )

Niveau d'études

Bac + 4 ( Maîtrise )

Type de contrat

CDI

Temps de travail

Temps Plein

Rémunération

35 000 € - 45 000 €

Secteur d'activité

Relation Client / Centre d'appels