Client Relations Center Team Lead

3 weken geleden

Amsterdam, Noord-Holland, Nederland Richemont Voltijd
Main Responsibilities

As a Team Leader within the Cartier Relations Center, you will be responsible for managing and leading a team of approximately 15 multilingual Ambassadors. Your primary goal will be to ensure that the team delivers exceptional customer service, meeting defined KPIs and Cartier standards.

Key Accountabilities
  • Create a positive and productive work environment, fostering trust, open communication, and team cohesion.
  • Lead, manage, motivate, and evaluate the performance of Ambassadors, ensuring they meet performance reviews, appraisals, and disciplinary actions.
  • Develop and implement staff planning and scheduling strategies.
  • Allocate workload among Ambassadors and set objectives for each team member.
  • Collaborate with the quality specialists team to monitor and improve the quality of interactions with clients via various channels.
  • Monitor and analyze KPIs, making daily, monthly reports, and developing action plans to enhance performance.
  • Support team and individual performance improvement by working closely with the L&D team to provide necessary training.
  • Follow up on team members' development, including career aspirations, skills to develop, and training needs.
  • Deal with escalated cases and recognize and celebrate team and individual accomplishments.
  • Organize team meetings, share transversal projects and information, and serve as the interface between Ambassadors and other departments.
Requirements
  • Excellent organizational and people management skills.
  • Good interpersonal and communication skills.
  • Ability to thrive in a multicultural work environment.
  • Business-minded with a strong customer service focus.
  • Driven problem-solver with a passion for innovative ways to improve team performance and overall service operations.
Profile
  • 2-4 years of experience in a team leader role in an international customer service environment.
  • Significant experience in customer service, retail sales, or call center/e-commerce related activities.
  • Organized, team player, rigorous, proactive, flexible, dynamic, supportive, and able to work under pressure.
  • Native in German and fluent in English.
  • Valid work permit in the Netherlands.

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