招聘Client Relations Center - Team Leader_历峰商业有限公司招聘信息-最佳东方

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 Manager
Ensure 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 skills
Skilled in speaking/writing expression and communication
Ability to work in a multicultural environment
Service oriented, client focused, business sense
Problem-solving and innovative
Proficient English in written English, preferred in oral English as well.
Flexible time schedule, ability to work in shifts
3-4 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.

我们的品牌：卡地亚（Cartier）是法国的奢侈品品牌，主要从事钟表及珠宝的制造，经营的产品包括：珠宝、钟表、皮具、香氛等。1847年，路易-弗朗索瓦·卡地亚（Louis-FrançoisCartier）在巴黎RueMontorgueil 31号创立了卡地亚品牌。1874年，其子亚法·卡地亚继承其管理权，由其孙子路易·卡地亚、皮尔·卡地亚与积斯·卡地亚将其发展成世界著名品牌。1904年曾为飞机师阿尔拔图·山度士·度门设计世界上首只戴在手腕的腕表——卡地亚山度士腕表（Cartier Santos）。1994年，卡地亚当代艺术基金会搬迁至巴黎拉斯帕伊大道261号。2021年7月，卡地亚成为威尼斯电影节新任官方合作伙伴。我们的公司：历峰集团(Richemont)旗下Maison的成功源于所有员工的热情。作为全球领先的奢侈品公司之一，历峰集团(Richemont)由21家Maison组成，每一家Maison都像一个小家庭。在秉持进取精神和尊重传统的基础上，每一家Maison都面向国际市场开展业务。我们将métiers d’art和工艺应用于钟表制造、珠宝首饰、书写工具及高端时装和配饰。历峰集团(Richemont)博采众长，同时充分发挥自身独特的美学鉴赏力，与时下最流行的时尚相融合，引领可持续发展又符合道德规范的奢侈品风尚。历峰集团(Richemont)拥有企业支持服务，并设有地区共享服务平台。这些服务向每一家Maison提供支持，确保各Maison能够专注于发挥他们在设计、创造、销售和市场营销等领域的特长。我们已经共同走过了2000多年的历史，如今我们也应当着眼未来，因此，我们邀请您加入我们，共同在Maison历史中书写新的成功篇章。历峰集团(RICHEMONT) MAISON的传统作为世界上一些最负盛名的奢侈品的发源地，历峰集团(Richemont)的每一家Maison都独具特色，拥有各自的发展历史。在整个历峰(Richemont)集团，诚信和创新都受到尊重和保护。工艺和专业技术是至高无上的——二者都继承了过去几代历峰(Richemont)人沿袭下来的技能和知识，并与当代工艺技巧和技术融为一体。