1) KEY RESULT AREAS AND MAIN RESPONSIBILITIES:
o 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.
o 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.
o 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.
o 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.
o 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.
o Manage daily operation and planning of the team to ensure the team KPIs.
o Keep constantly the team ambassadors informed about brands’ activities/promotions (commercial / marketing) and all internal information.
o Ensures that tasks and workload are allocated appropriately within team.
o Monitor and assist the team members in realizing the phone sales objectives.
o Work closely with Quality Specialist to monitor the quality of service provided by ambassadors and ensures achievement of quality level.
o Consolidate team reports based on pre-determined KPI’s, analysis, and highlighting all anomalies to Client Relations Center Operations Manager
o Ensure efficient communication across teams/brands.
o Manage, coach and evaluate team ambassadors’ performance (in collaboration with CRC Operations Manager).
o Be a back-up of the ambassador in case of emergency.
2) JOB PROFILE (FOR RECRUITMENT PURPOSE ONLY)
o Excellent organizational and management skills (monitor, motivate, animate and coach)
o Good interpersonal and IT skills
o Skilled in speaking/writing expression and communication
o Ability to work in a multicultural environment
o Service oriented, client focused, business sense
o Problem-solving and innovative
o Proficient English in written English, preferred in oral English as well.
o Flexible time schedule, ability to work in shifts
o 3-4 years of contact center managerial experience in a high-quality, international, customer experience environment.
o Experience in combining Customer Orientation with commercial and sales targets.
o Luxury (retail) experience would be considered an asset.
o PC Literacy: MS Office, reporting and other Client Relations Center tools such as SAP CRM is preferred.
o Organized, team player, diligent, rigorous, proactive, self-motivated, flexible, dynamic, supportive,