Team Manager (F/M) - Client Services - German 🇩🇪 - Luxury Brand - CDI - Paris

Entreprise

MisterBilingue is the first recruitment platform dedicated to bilingual and multilingual profiles in France.

Our mission is to connect these profiles who are looking for a job in France with the best French companies.

MisterBilingue supports companies such as Hermès, Veepee, Blablacar, Sephora, BackMarket and others in their multilingual recruitment.

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👜 Today, we are working with a prestigious luxury brand which is looking for its next german speaking Team Manager for its customer service department, with a perfect command of German and English.

📋 Managing the back office and customer service for the e-commerce business for European countries; the customer service department of the brand is the single point of contact for international customers wishing to contact the European shops.

🎯 Within the E-commerce & Customer Service Department, 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.

Mission

Your job will be to 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

• Recruiting CRC agents (with final approval of Area Manager), based on needs for the whole area provided by Area Managers & HR;
• Assuring integration, as well as on and offboarding of CRC agents (with Office Manager);
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork;
• Embodying the values of the brand with the team/customers and ensure mutual aid, aiming for excellence and caring within the team;
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews ;
• Ensuring the development of the skills of his/her team, by listening to individual and collective needs, and by passing on information to the training Manager, in order to set up appropriate trainings;
• Assure training program with Training Manager in line with team member presence and coherence of their needs;
• Coaching of each team member with regular individual meetings: to ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, sales); to reach standard of Customer Service level and enable each team member to improve competences;

Monitoring and Support

• Monitor 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;
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations;
• Support team in dispute cases with clients - Alert area manager in case of problems/litigation/difficult cases and propose solutions ;
• Take managerial decisions in order to solve client disputes;
• Management of team planning / team presence (Excel sheets);
• Management of vacation validation (in ADP and Excel sheet).

Communication

• Organize regular Morning Briefs with the team to share information, processes, best practices (+ animation of Morning Briefs in a creative and stimulating way);
• Assure coherence within the whole E-com team in the communication processes and regular exchange by sharing information with other Team Leaders of different services;
• Share information and feedback with Area Manager concerning the Team, disputes, processes, malfunctioning - in order to offer improvement propositions;
• Regular reporting of team performance to the Area Manager.

Profil recherché

• You are bilingual in German and English (min. C1) and you have a good level in french (min. B1);
• You have several years of experience in customer care and you have already managed a team of at least ten people. Preferably, in the luxury industry;
• You are autonomous and proactive in you daily organization.
• You know how to motivate your team. In this job, you'll help to empower your team and enable them to grow personally and professionally.

Conditions:

• CDI - one worked Staturday per month;
• Paris 12th - Bastille 📍
• Annual Salary : Between 45K€ to 50K€ 💰
• Beyond your training, it is above all your personality and your temperament that will make the difference.

Next steps :

• An interview with one of MisterBilingue recruitment officers;
• Then 3 interviews with 3 different people: HR, HRD and then the manager of the department.

Personalized support with MisterBilingue:

After the first interview with our consultant, and if you fit the profile, you will benefit from personalised support throughout the recruitment process: coaching before your interview with the client, debriefing, follow-up of your integration if you are hired and evaluation after your first month.

By working with MisterBilingue, you put all the chances on your side!

This company trusts us for this recruitment and you will be able to participate exclusively in their recruitment process.

We invite you to apply now if you think you match the criteria of the position and if it matches yours! 🚀

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