Information

  • Sector: Customer Service
  • Contract: Full time

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Nordic Team Manager for luxury fashion clothing brand

Belgium ยป Brussels

Job description:

Description

As a Team Manager you will support the CSC Manager UK & Nordics to oversee, organise, and coordinate a team of Client Advisors by supervising and monitoring calls, acting as a liaison agent between the CSC. Manager and the Client Advisors, ensuring that set objectives are achieved, motivating and coaching people, and handling client complaints when needed. In the absence of the CSC Manager, the Team Manager will take over the management of the team. DUTIES & RESPONSIBILITIESSupervising a team of Client Advisors in charge of handling calls from clients, answering clients' emails, addressing orders received by phone and internet and performing clienteling actions. Support them with consistent coaching, identify their development and training needs, partner with Training team to tailor individual action plansEngage in on-the-spot coaching and induction of new Client Advisors, particularly on policies and procedures and product knowledgeIdentify, recruit, and develop talents, secure succession plans in collaboration with the Team ManagerSet individual and team goals; proactively assess and manage performance against expectationsManage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managersConduct performance reviews and monitor the quality of the calls in order to evaluate and improve (scripts, processes, etc...)Supporting the Team Manager in achieving business objectives, projects, and initiatives (i.e., reporting, sales analysis, product training)Support the team in building long term Client relationship, leveraging the different clienteling toolsEstablish a client-centric mindset to ensure the highest level of Client experience and proactively handle Client-related situationsCommunicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, training)Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and Client needs, leveraging expertise and knowledge within the teamPut in place action plans to boost business and maximize product performance, leveraging clienteling, training and team animationsManage the flow of inbound and outbound calls and make necessary adjustmentsAct as a role model demonstrating leadership to the team, support them with their own sales and service levels, foster cross-sellingAssist in dealing with client complaints, exchanges, and enquiries, ensuring they are dealt with promptly and efficiently within the boundaries of our policiesEnsure policies, Brand standards, and guidelines are communicated and implementedSupport in staff planning (workforce management)

Requirements

BASIC QUALIFICATIONS Available to work shift patterns (earliest start 8am, latest finish 8pm) as well as weekends (Saturdays & Sundays)Significant management experience in a call centre or service centre environment, ideally within the luxury industryAdvanced MS Excel skillsExperience with forecasting volume and schedule generationProven comfort/experience communicating and influencing across job levels with both internal and external partnersDemonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute changeExcellent analytical and quantitative skillsStrong Interpersonal skills and ability to provide feedback in a constructive and professional way LANGUAGESFluent in written a spoken EnglishFluency in a Nordic language (Swedish, Norwegian, Danish, Finnish) is highly desirable, but not required 

Offer

OUR CLIENT OFFERFull relocationA great working environmentPlenty of career opportunitiesDiscounted goods 

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