Team Leader Service Client (Luxe) Anglais Bilingue CDI

Entreprise

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 (troisième langue européenne un plus)

Au sein d’un pôle service clientèle composé d’une vingtaines de conseillers, vous managerez une équipe de 10 à 12 conseillers clientèles parlant anglais, allemand, italien ou espagnol pour 2 marques de PAP/Maroquinerie (poste en interne et non pas chez un prestataire).

Pour ce poste vous parlez de façon bilingue à natif anglais et français !

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

We are seeking individuals to join our team who are passionate about luxury and innovation.

In order to deliver this very high level of Customer Experience, we are now looking to recruit a

Bilingual Team leader (EN/FR) to work in the Client Service which is shared between several

Maisons of our client. Another language would be a plus.

The Team leader will be in charge of managing Client Advisors Team of the Fashion division.

Missions

Reporting to the Head of Client Services Operations, the Team Leader conducts the activities of

Client Advisors in charge of receiving client calls, processing e-mails, mails, chats, social medias

supervision and orders placed on the Internet.

The Team Leader has for main responsibilities to:

 Manage Client Advisors’ team (supervision, planning, recruitment, briefing and training,

quality monitoring, etc.)

 Formalize some procedures for handling client requests

 Give customer feedback to the Maisons

 Assess continuous training needs in link with Training & Quality Department

 Manage complex and sensitive business cases

 Ensure the KPI in accordance with each advisor and the team

 Assess delivered quality and continuous improvement of each Advisor

 Manage client contacts as a back-up of client Advisors

Profile

• Minimum of 5 years Client Service experience managing at least 8 persons in international scope (people management).

· Bachelor’s/Master’s degree in sales, customer relationship management, marketing, international business or equivalent practical experience

• Previous experience and a working knowledge in Customer relations Department Prior Luxury environment.
• Work autonomously and demonstrate a positive and enthusiastic attitude

· Field manager, the candidate has significant experience in call center team management, on an activity where quality of service to the client is paramount.

· Autonomous, dynamic and pedagogical, you know how to motivate and federate a team around you

• You can work on flexible schedules
• Very good 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)
• Perfectly bilingual French / English

Salaire fixe 10% de variable

Statut Cadre (13 RTT)

Travail du lundi au samedi (ouverture du service clientèle de 10 à 21h) et un samedi sur 2.

Mission

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 (troisième langue européenne un plus)

Au sein d’un pôle service clientèle composé d’une vingtaines de conseillers, vous managerez une équipe de 10 à 12 conseillers clientèles parlant anglais, allemand, italien ou espagnol pour 2 marques de PAP/Maroquinerie (poste en interne et non pas chez un prestataire).

Pour ce poste vous parlez de façon bilingue à natif anglais et français !

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

We are seeking individuals to join our team who are passionate about luxury and innovation.

In order to deliver this very high level of Customer Experience, we are now looking to recruit a

Bilingual Team leader (EN/FR) to work in the Client Service which is shared between several

Maisons of our client. Another language would be a plus.

The Team leader will be in charge of managing Client Advisors Team of the Fashion division.

Missions

Reporting to the Head of Client Services Operations, the Team Leader conducts the activities of

Client Advisors in charge of receiving client calls, processing e-mails, mails, chats, social medias

supervision and orders placed on the Internet.

The Team Leader has for main responsibilities to:

 Manage Client Advisors’ team (supervision, planning, recruitment, briefing and training,

quality monitoring, etc.)

 Formalize some procedures for handling client requests

 Give customer feedback to the Maisons

 Assess continuous training needs in link with Training & Quality Department

 Manage complex and sensitive business cases

 Ensure the KPI in accordance with each advisor and the team

 Assess delivered quality and continuous improvement of each Advisor

 Manage client contacts as a back-up of client Advisors

Profile

• Minimum of 5 years Client Service experience managing at least 8 persons in international scope (people management).

· Bachelor’s/Master’s degree in sales, customer relationship management, marketing, international business or equivalent practical experience

• Previous experience and a working knowledge in Customer relations Department Prior Luxury environment.
• Work autonomously and demonstrate a positive and enthusiastic attitude

· Field manager, the candidate has significant experience in call center team management, on an activity where quality of service to the client is paramount.

· Autonomous, dynamic and pedagogical, you know how to motivate and federate a team around you

• You can work on flexible schedules
• Very good 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)
• Perfectly bilingual French / English

Salaire fixe 10% de variable

Statut Cadre (13 RTT)

Travail du lundi au samedi (ouverture du service clientèle de 10 à 21h) et un samedi sur 2.

Profil recherché

Expérience impérative en management / Team Leader dans le service client (e-commerce, call center, prestataire)

Expérience dans le milieu du luxe ou de la mode un gros plus

Anglais bilingue (des tests seront réalisés)

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