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Multilingual Customer Service Team Manager
1 maand geleden
We are seeking a highly skilled Multilingual Customer Service Team Manager to lead our team of Ambassadors in providing exceptional customer service.
Job DescriptionThis role is responsible for managing and leading a team of approximately 15 multilingual Ambassadors. The successful candidate will supervise, guide, manage, motivate, and support the development of their team members on a daily basis, ensuring that the team delivers an excellent customer service experience in line with defined KPIs and Cartier standards.
Key Responsibilities:- Create an environment oriented to trust, open communication, creative thinking, team cohesion, and healthy team dynamics.
- Lead, manage, motivate, and evaluate Ambassadors' performance on all KPIs (performance reviews, appraisals, and disciplinary actions).
- Be responsible for staff planning and scheduling.
- Allocate workload among Ambassadors.
- Set up objectives for Ambassadors.
- Work closely with the quality specialists team who monitor the quality level of interactions with clients via all channels (calls, emails, Facebook, and live chat) according to guidelines.
- Follow up all KPIs and make daily, monthly reporting, and analyze results to set up action plans to continuously improve.
- SUPPORT team and individual performance improvement by closely working with the L&D team to develop ambassadors and ensure team members have necessary training to effectively answer clients' requests.
- Follow up the development of team members (career aspirations, skills to develop, training needs...) 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 (agenda and minutes) and share all transversal projects/information shared by the Manager.
- Be the interface between Ambassadors and HR, IT, Finance, and other departments.
- Ensure that all information/procedures received from European markets is cascaded to Senior Ambassadors.
- Make sure Senior Ambassadors have all trainings, information needed to support the team.
- Answer calls, emails, social media, and live chat when needed, and back up Ambassadors in case of emergency.
- Participate in the recruitment of new Ambassadors and Senior Ambassadors.
- Participate in transversal and other projects.
- Excellent organizational and people management skills (monitor, motivate, and coach the team).
- Good interpersonal and communication skills.
- Thrives in a multicultural work environment.
- Business-minded with a strong customer service focus.
- A driven problem-solver with a real passion for innovative ways of improving team performance and overall service operations.
The ideal candidate should have:
- 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.
- Must be Native in German and fluent in English.
- Must be in possession of a valid work permit in the Netherlands.
The estimated salary for this role is €60,000 - €80,000 per year, depending on experience.
