Multilingual Customer Service Team Manager

4 dagen geleden

Amsterdam, Noord-Holland, Nederland Richemont Voltijd
About the Role

We are seeking a highly skilled Multilingual Customer Service Team Manager to lead our team of Ambassadors in providing exceptional customer service.

Job Description

This 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.
Requirements
  • 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.
Profile

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.
Compensation

The estimated salary for this role is €60,000 - €80,000 per year, depending on experience.

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