Client Relations Center - Team Leader

KEY RESULT AREAS AND MAIN RESPONSIBILITIES:
The Team leader is responsible for the daily running and management of the China Client Relations Center team and service requests from Richemont Maisons’ end users. He/she is a positive ambassador for the organization at all times.Team leader is the first point of contact for ambassadors where he/she is also an expert with regard to systems, product knowledge, processes and procedures.Team leader is also a major support for the Client Relations Center Operations Manager for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.He/she supports telephone, web, other (social) communications and phone/web/Tmall sales , also defines training needs in close collaboration with trainer to implements all required action plans to meet objectives.Using effective communication skills, the team leader motivates and supervises the team ambassadors effectively in order to achieve both qualitative and quantitative goals and targets.Manage daily operation and planning of the team to ensure the team KPIs.Keep constantly the team ambassadors informed about brands’ activities/promotions (commercial / marketing) and all internal information.Ensures that tasks and workload are allocated appropriately within team.Monitor and assist the team members in realizing the phone sales objectives.Work closely with Quality Specialist to monitor the quality of service provided by ambassadors and ensures achievement of quality level.Consolidate team reports based on pre-determined KPI’s, analysis, and highlighting all anomalies to Client Relations Center Operations ManagerEnsure efficient communication across teams/brands.Manage, coach and evaluate team ambassadors’ performance (in collaboration with CRC Operations Manager).Be a back-up of the ambassador in case of emergency.
JOB PROFILE (FOR RECRUITMENT PURPOSE ONLY)
Excellent organizational and management skills (monitor, motivate, animate and coach)Good interpersonal and IT skillsSkilled in speaking/writing expression and communicationAbility to work in a multicultural environmentService oriented, client focused, business senseProblem-solving and innovativeProficient English in written English, preferred in oral English as well.Flexible time schedule, ability to work in shifts3-4 years of contact center managerial experience in a high-quality, international, customer experience environment.Experience in combining Customer Orientation with commercial and sales targets.Luxury (retail) experience would be considered an asset.PC Literacy: MS Office, reporting and other Client Relations Center tools such as SAP CRM is preferred.Organized, team player, diligent, rigorous, proactive, self-motivated, flexible, dynamic, supportive, patient.