Customer Service Team Lead
4 weken geleden
As a Customer Service Team Lead at Cartier, 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 an excellent customer service experience in line with defined KPIs and Cartier standards.
Key Responsibilities:
- Foster a culture of trust, open communication, and creative thinking within the team
- Lead, manage, motivate, and evaluate the Ambassadors' performance on all KPIs
- Responsible for staff planning and scheduling
- Allocate workload among the Ambassadors
- Set objectives for the Ambassadors
- Collaborate with the quality specialists team to monitor the quality level of interactions with clients
- Follow up on KPIs and make daily, monthly reporting and analyses
- Support team and individual performance improvement by working closely with the L&D team
- Follow up on the development of team members in collaboration with the L&D team
- Deal with escalated cases when needed
- Recognize and celebrate team and team member accomplishments and exceptional performance
- Organize team meetings and share transversal projects/information
- Ensure that all information/procedures received from European markets is cascaded to Senior Ambassadors
- Make sure Senior Ambassadors have all necessary trainings and information to support the team
- Answer calls, emails, social media, and live chat when needed, and back up the Ambassadors in case of emergency
- Participate in the recruitment of new Ambassadors and Senior Ambassadors
Requirements:
- 2 to 4 years of experience in a team leader role in an international customer service environment
- Significant experience in customer service, retail sales, or in call center/e-commerce related activities
- Organized, team player, rigorous, proactive, flexible, dynamic, supportive, multitasking, and able to work under pressure
- Native in German and fluent in English
- Possession of a valid work permit in the Netherlands
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