Customer Service Europe Supervisor - permanent position We are looking for our Customer Service Europe team a: Customer Service Europe Supervisor
Type of contract: permanent contract
Location: Geneva
Overview and purpose of the role:
Under the leadership and guidance of the Customer Service Management, as Customer Service Supervisor you are responsible for providing outstanding customer service experience, providing clients with product and company values knowledge, and working as part of a team to meet individual, Department and brand objectives. Attached hierarchically to the manager, you are the first relay of supervision with the team. You organize, supervise the work within the day, according to the instructions and guidance given to you. As a role model for the rest of the team, and Brand Ambassador you need to be excellent in your relationship with customers and to be able to transfer your knowledge and skills to the Customer Service Associates.
Key Responsibilities of the role:
Managing day-to-day customer queries (phone and written communication) via calls, emails, social and chat efficiently at Christian Louboutin standards
Ensuring delivering an outstanding shopping experience to every customer contact, in all forms of communication; by telephone and written communication
Partnering with Customer Service Associates to improve overall selling skills and to close sales to achieve sales goals and KPIs
Managing the escalated complaints in appliance with the company policy
Supporting the team in the realization of Department goals
Communicating company policy to customers as necessary, and always observing client confidentiality and company policies for data protection and security
Performing all Customer Service Associate’s duties at the highest level of expectation to ensure perfect luxury service
Attending and participating in all training events such as sales techniques, sales ceremony or product knowledge trainings
Relationship Building & Customer Relationship Management
Building and maintaining quality relationships with clients through personal interaction and active clienteling, resulting in loyalty to the Brand and strong sales performance
Identifying and actioning initiatives to personalize the experience for every customer whenever possible and being proactive in developing unique experiences for top clients
Be a role model for Customer Service Associates in your approach to learn to know clients, to develop the clients’ database and to maintain your clients’ information in the systems.
Reflecting the luxury brand image and demonstrating a positive attitude through the service you deliver and all your interactions with clients
Operational management of the team
Supporting the management team with Planning, opening/closing of the Department, organization, daily operations and reporting
Participating actively in the daily briefing and ensuring that it is properly understood by the teams in the daily monitoring of their activities
Operationally develop the members of the team teaching them Customer Service technics and excellence and coaching them via kind feedback on their performance.
Supporting the training and development of the team on Customer Service procedures, Retail and Ecommerce specificities, together with the Customer Service Manager.
Assisting the management team in the deployment and implementation of the Christian Louboutin Customer Service Ceremony by the team, to guarantee the level of service expected.
Supporting the induction of new Customer Service Representatives with huge attention to details under supervision of the Customer Service Manager, according to the job, the culture and the values of Christian Louboutin
Being proactive in identifying and leading projects to optimize and automatize operational processes to increase efficiency and keep improving the team day-to-day
Setting an example for the team by acting as a role model living our Values daily and respecting all processes
Being the back-up of the Customer Service Manager when necessary
Teamwork
Partnering effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture
As a proactive member of the team, working towards achieving tasks set and meeting the Department targets and goals
Supporting the Customer Service Manager and fellow colleagues in the daily operations and back-office activities
Product Knowledge
Developing detailed and extensive knowledge of all products and our brand culture and DNA, to provide exceptional customer service
Offering knowledgeable and professional styling advice to customers and achieving sales by maximizing all customer contact opportunities
Being an expert in product information, including knowledge of the influence of the design, the construction and craftsmanship of the product, the materials used, and how to take care of the product
Identifying products trends and feedback among customers inquiries and being the voice of the customers internally
Results Driven
Actively striving to support Customer Service team in achieving key performance indicators, to improve Department results and reaching individual and Department targets
Demonstrating competent awareness of our overall Department and Company performance and the surrounding market/industry.
Reporting
Carrying out accurately analyses and KPIs reports when requested by the Customer Service Manager.
Skills and Requirements:
In order to deliver the main responsibilities of the role, you will need the following skills:
Minimum 5-6 years in retail/customer service/ecommerce experience for a luxury brand
Previous experience in counselling, selling and communicating on high end luxury products (shoes and leather goods accessories is a plus), most preferably into a managerial role
Excellent understanding of Customer Service procedures and selling and CRM techniques
Strong knowledge of fashion luxury markets and trends
Excellent communication skills (both written and oral) in a luxury way, and capacity to listen and identify client needs
Strong client-telling skills to ensure client contact is maintained engaging them in a long-term professional and loyal relationship
Customer service oriented to develop the brand global customer experience with both internal and external stakeholders and team members and commercial acumen
Able to transfer his/her knowledge and to train his/her colleagues
Coaching capabilities: ability to provide constructive, straightforward feedback to develop the team
Excellent spoken and written languages in French and English as a minimum, additional European language as a plus (Italian, German, Spanish)
Strong analytical skills
Very good command of Microsoft Office tools such as Excel, Word and PowerPoint and of any CRM tool (ie: Salesforce)
Ability to multi-task, plan and manage time and resources, establish priorities and manage deadlines
Rigor and organization with a strong service orientation
Excellent attention to detail to support the needs of the department and to provide a polished and professional service.
Able to meet the demands of a busy Customer Service Department with high energy levels and determination
Proactive, dynamic and have a willingness to learn and develop
Must always adhere to Company policies and procedures and act with a sense of corporate responsibility, always representing the brand appropriately, including on social media
Strong communication and interpersonal skills
Extremely customer service and results oriented
Able to inspire the team: envision the future with confidence, creativity and freedom
Team player – able to collaborate with positivity, open-minded and fun
Open-minded to diversity internally and externally – ready to work with different people with respect and without bias
You can send your application and your CV on LinkedIn or on: recrutement.ch@christianlouboutin.fr
Please note that if you don’t hear from us within 2 weeks after having submitted your application, you should consider your profile has not been selected.
Our people are at the heart of our brand.
We celebrate individuality and allow the freedom to have responsibility, autonomy and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.
We live by our values:
We are down to earth – we stand with authenticity, integrity and respect. We have passion – we drive our business with agility, commitment and care. We have happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We work with inspiration – we envision the future with confidence, creativity and freedom.”
The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our core values we listed above. So, if you also share this mindset and these values and you dream of coloring your soles red as part of the Louboutin adventure, please join us!
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