Client Relations Centre Team Leader
Vor 7 Tagen
Sydney, NSW, AU
Permanent
The story of Cartier is founded on audacity and passion.
For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices.
Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison's heritage by pushing the boundaries of creativity.
Be a part of our Team
We are looking for an experienced Team Leader to join us in our Sydney Head Office.
Reporting to the Client Relations Centre Manager, the Client Relations Centre Team Leader is responsible for the daily running and management of the Client Relations Centre (CRC) based in Sydney.
If you have a passion for creating luxury and enjoy working within a dynamic and inclusive team, we welcome you to apply now
HOW WILL YOU MAKE AN IMPACT? Be in charge of daily operations of the CRC AmbassadorsMotivate and supervise ambassadors effectively in order to achieve both qualitative and quantitative goals and targets;Play a key role in CRC operations through which we ensure the achievement of service standards and client satisfaction;Be the first point of contact for ambassadors where he/she is also an expert with regard to systems, processes and procedures;Support telephone, web, and other (social) communication and phone and web salesBe a major support for the CRC Manager for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.Define training needs in close collaboration with L&D team and implement all required action plans to meet objectives;Monitor quality of calls, e-mails, and performance output (KPI's and Service Level Agreement) to then report back into the CRC Manager;Be a back-up of the ambassador in case of complaint escalationEnsure efficient communication across CRC teams and other office departments to ensure the CRC requirements, challenges and objectives are kept top-of-mind when kicking off new projects;Assist Clients Relations Centre Manager on other tasks and duties as and when necessaryFoster team spirit and sense of community to limit turnover and increase productivity;Manage team rosters and ensure that tasks and workload are allocated appropriately within team;Monitor ambassadors' sales objectives and manage incentive program;Participate in the recruitment of new Ambassadors.HOW WILL YOU EXPERIENCE SUCCESS WITH US? 2+ years of management experience in a retail / customer service environment.
Experience in a call centre setting is a plus.Fluent English – both written and verballyProficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook)Knowledge of contact center management tools (ideally SalesForce): CRM, Interaction Management, telephony and social media management.Excellent communication skills and ability to work at a fast pace in a global organizationStrong organizational and management skills (monitor, motivate, animate and coach)Ability to work in a multicultural environmentA business, client focused and result oriented mindsetA desire to be a Team player that collaborates well cross functionallySeasoned and knowledgeable about customer service and continuous quality improvementFlexible time schedule, ability to work in shiftsHOW DO WE KEEP YOU SMILING: A great opportunity to be a part of a dynamic and diverse teamThe chance to work collaboratively with an array of creative and strategic minds, both locally and globallyWe offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level.YOUR JOURNEY WITH US: After being shortlisted, we will book in a video call with our Talent Acquisition Partner to get to know you whilst sharing details on the role, team and MaisonIf you are successful through the video interview, you will be invited to attend a face to face interview with our Client Relations Centre Manager to discuss the role and your expertise in more depth.
In return, we will also share insights on our team dynamics and our company culture.
This meeting will also include a practical assessment.Finally, you will then have the opportunity to meet our Senior HR Manager and Clients Director who can share our overall vision and plans for the future for the role and Maison in AustraliaRichemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in jewellery, watches and writing instruments.
Cartier joined the Group in 1988.
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