We are looking for an experienced Customer Service Manager to provide excellent customer service. The goal is to keep the department running in an efficient and profitable manner on the outsourcing company premises, to increase customer satisfaction, loyalty and retention and to meet our client expectations. Responsibilities - Improve customer service experience, create engaged customers and facilitate organic growth, - Take ownership of customers issues and follow problems through to resolution, - Set a clear mission and deploy strategies focused towards that mission, - Improve existing service procedures, policies and standards, - Keep accurate records and document customer service actions and discussions in the tools, - Analyze statistics and compile accurate reports, - Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment in collaboration with the partner, - Keep ahead of industry's developments and apply best practices to areas of improvement, - Control resources and utilize assets to achieve qualitative and quantitative targets, - Adhere to and manage the approved budget, - Maintain an orderly workflow according to priorities.
Proven working experience as a omnichannel customer service manager, Excellent knowledge of management methods and techniques Proficiency in English, another language is a plus (French culture knowledge is a nice to have) Working knowledge of customer service software, databases and tools Awareness of customer service industry's latest technology trends and applications Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills BS degree in Business Administration or related field or equivalent
Information à l'attention des candidats
LVMH Client Services is the Contact Center of excellence and expertise serving the Group' Maisons. We are looking for passionate ambassadors by fashion and innovation to join us. In order to increase our teams, we are currently recruiting a: Consultant Customer Service Hub Manager (EN) M/F Location : Miami Duration : 6 months