At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and manage communication for luxury products.
- Company: Join Richemont, a prestigious luxury brand known for its commitment to excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity to work in a fast-paced environment with excellent career growth potential.
- Why this job: Make a real impact in the luxury sector while developing your leadership skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 35000 - 42000 £ per year.
YOUR MISSION
As the Customer Contact Team Leader for Richemont Customer Service in the UK, you will be responsible for managing all inbound and outbound communication for Richemont Customer Service (RCS) and overseeing the follow-up of repairs.
You will develop relationships with our B2B customers and internal stakeholders for all questions related to customer service on our full range of luxury products.
You will lead a team, manage their workload, and support them in solving difficult cases.
You will collaborate with our back office and technical teams to find solutions for our customers, working closely with the Maisons and regional functions.
HOW WILL YOU MAKE AN IMPACT?
1. Customer Contact Team Management
- Lead, manage, and motivate the Customer Contact Team to deliver a great customer service experience.
- Manage the organization and performance of the team.
- Manage workload and support the team in solving difficult cases.
- Recruitment, training, and development of team members.
- Review and monitor various Key Performance Indicators (KPIs).
- Identify and monitor continuous improvement projects to enhance team efficiency and customer experience.
- Respect team operating rules (absence, hours, remote work).
- Participate in the team's "morning briefing."
2. Customer & Stakeholder Relationship Management
- Manage the relationship with B2B customers, Richemont Maisons (local & HQ), internal boutiques, and our European customer relation centre.
- Manage all communication with various stakeholders (B2B, manufacturers, Maisons).
- Guarantee the link between Maisons/manufacturers and our team (regular visits and calls).
- Answer B2B & internal customer requests about customer service and spare part orders by ensuring the application of Brand Policies.
- Work very closely with other colleagues on the platform, in particular other managers/supervisors, to deliver the best possible service and further enhance the current service level.
3. Repair & Spare Parts Management
- Manage the repairs portfolio.
- Follow-up on cost estimates.
- Anticipate and communicate repair delays to our customers.
- Follow-up of repairs that are sent to Manufactures/subcontractors.
- Follow-up of files awaiting quote approval. Accept quotes and process rejected quotes.
- Processing and follow-up of repairs sent to subcontractors: portfolio tracking and updating.
- Respond to all repair-related requests (quote content, price, deadlines, delays, etc.).
- Monitor and communicate the repair completion date based on information from regional spare parts operations, workshops (internal and external), manufacturers, or subcontractors.
In case of delay, contact customers and provide a new repair completion date (KPI based on the 1st date communicated to the customer).
4. Issue Resolution & Escalation
- Manage customer claims and escalate difficult cases to management or to our local brands/stakeholders.
- Escalate difficult cases to local/central brands (repairs invoiced under warranty, multiple warranties, product exchange...).
- Handle counterfeiting and theft cases.
- To investigate and analyse root causes of client escalations and discuss with the relevant departments, identifying corrective and preventative actions.
5. Cross-functional Support
- Provide support to various platform teams as needed, as reported by management.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Strong and demonstrable experience within Customer Service/Hospitality, including handling higher-level complaints.
- Ability to communicate with external and internal clients at all levels.
- Excellent communicator with a professional and calm approach at all times.
- Strong client focus mindset & solutions driven mentality.
- Personable phone manner.
- Ability to manage and develop a team.
- Strong team spirit.
- Ability to work efficiently under pressure and to tight deadlines.
- Strong autonomy, efficiency, and rigor.
- Flexibility and open to change.
- SAP knowledge is an advantage.
- #J-18808-Ljbffr
Customer Contact Supervisor (Maternity Cover) in London employer: Richemont Iberia SL
At Watchfinder, we pride ourselves on fostering a collaborative and inclusive work environment where every team member can thrive. As an FP&A Analyst, you'll not only play a crucial role in our financial planning team but also have the opportunity to engage with diverse international entities, enhancing your professional growth. With a strong emphasis on personal development and a culture that values open communication, you'll find that your contributions are recognised and rewarded, making Watchfinder an exceptional place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Supervisor (Maternity Cover) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Richemont Iberia SL. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Richemont Iberia SL before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Contact Supervisor (Maternity Cover) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Richemont Iberia SL:Your cover letter is your chance to shine! Tell us why you want to work at Richemont Iberia SL specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Richemont Iberia SL!
How to prepare for a job interview at Richemont Iberia SL
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
