Team Lead Customer Service H/F

  • Société : Fenty
  • Pays/Région: France
  • Secteur d'activités : Mode & Maroquinerie
  • Type de contrat : Emploi à durée indéterminée
  • Métier : Marketing
  • Expérience requise : Minimum 10 ans
  • Référence : FEN00008
  • Date de publication : 15.11.2019

Poste

FENTY is looking for an exceptional and experienced Team Lead Customer.

Position Responsibilities (in liaison with his or her manager) :

Client service team :
- Manage,engage, energize and involve advisors teams to deliver customer service excellence on a day to day basis
- Develop advisors knowledge through consistent brand and product trainings, sharing of best practices
- Ensure on-going and real time information sharing between the brand and the Customer Service Center and anticipate impacts of the updates (product launches, country roll out (adding information, language updates, etc.))
- Establish relevant standardized answers (phone scripts, emails, chat bot)
- Manage agent requests (RUN) and support problem solving within the organization.
- Design and propose emergency plans when relevant in coordination with his/her managers


IT infrastructure (Salesforce) :
- Manage and prioritize evolution requests
- Coordinate resolution of bug fixes
- Manage information back-ups


Performance monitoring :
- KPI's tracking
- Budget tracking and optimization
- Quality performance monitoring through sessions d'ecoute

Ensure GDPR compliancies


Profil

  • Graduate with a master in business or engineering or relevant field, with at least a 3 years experience.
  • A previous experience related to the customer service field or sales is a requirement... in a digital environment is a plus
  • Strong analytical background and understanding of data analysis,excellent organizational and leadership skills
  • You are a specialist in Excel.
  • Good business mindset, common sense and responsiveness.
  • Your sense of customer service and your taste for teamwork are your main assets.
  • Outstanding communication and interpersonal abilities
  • Team player, agile, humble
Postuler

Mode & Maroquinerie

Maisons à l’héritage unique et jeunes marques en devenir composent ce pôle d’exception. Chacune de leurs créations se fait objet de désir, toujours empreint d’intemporalité.

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