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Offer details Team leader - Client Relations Centre (Full time permanent) - Sydney

Sydney

OUR CLIENT:

Our client a prestigious luxury Maison, recognised for their excellence in jewellery, watches, fashion and accessories. They are renowned for their distinctive heritage, craftsmanship and creativity. Our client is now looking to a team leader for its brand ambassador team to go hand in hand with their growing clientele. 

MAIN PURPOSE

  • The Team Leader is responsible for the daily running and management of the Client Relations Centre for our client, a well-established French Watch and Jewelry Maison with a global presence. 
  • He/she is a leading representative for the organization at all times. This is a key position in Client Relations Centre operations through which we strive towards an excellent client experience and management of internal and external relationships. 
  • Team leader is the first point of contact for the team of Ambassadors where he/she is also an expert with regard to systems, processes and procedures.
  • Team leader is also a major support for the Client Relations Centre Manager (based in Singapore) for understanding and satisfying luxury client needs with a solution-oriented mindset.
  • Via telephone, web, and other social communication channels, he/she supports client handling and omnichannel sales across online and offline, curating the client journey in-between.
  • He/she defines the team’s training needs in close collaboration with Client Relations Centre Manager, Maison E-Business Manager and Trainer and assists required action plans to meet objectives. 
  • Using effective communication skills, the Team Leader instills Maison’s standards in the Ambassadors effectively in order to achieve both qualitative and quantitative goals as a team.

KEY RESPONSIBILITIES

  • Manage daily operation, rostering, planning of the team
    • Ensure that tasks are allocated appropriately within team and respected in Client Relations Centre 
    • Assist Clients Relations Centre Manager on other tasks and duties as and when necessary 
    • Be a back-up of the ambassador in case of emergency (30-50% of time)
  • Identify opportunities and challenges in Ambassadors achieving commercial and service targets
    • Work closely with CRC Manager and Maison to define training needs and transmit the Maison’s product, history, and know-how to Ambassadors 
    • Monitor Ambassadors’ sales objectives and manage incentive program
  • Ensure efficient communication and escalation of cases across teams/departments/brands
    • Keep Ambassadors and Client Relations Centre Manager constantly informed about brands’ activities/promotions (commercial / marketing) and all internal information as relevant
    • Attend regular meetings to share CRC updates, operational feedback and obtain their requirements 
    • Responsible for consolidating reports based on pre-determined KPI’s, analysis, highlighting all anomalies and insights, with an executive summary to Client Relations Centre Manager and Maison
  • Manage, coach and evaluate Ambassadors’ performance (in collaboration with CRC Manager and E-Business Manager)
    • Monitor quality of calls, e-mails, and contacts records to uphold SLA target and client satisfaction
  • Be responsible for the coordination of CS (post-sale) activities
  • Keep a general knowledge of best practices from competitive contact centers
  • Participate in recruitment of new Ambassadors 

SKILLS

  • Excellent organizational and management skills (monitor, motivate, animate, and coach)
  • Native in verbal and written communication in English, Mandarin is a plus
  • Good interpersonal and confidence with new IT tools including Excel
  • Ability to work in a multicultural environment
  • Service oriented, client focused, business sense
  • Problem-solving and innovative

PROFILE

  • Minimum 2 years of managerial experience in a high-quality, international, client-centric environment
  • Luxury (retail) or hospitality experience would be considered an asset
  • Experience in spearheading client centricity with commercial and sales targets
  • PC Literacy: MS Office and other Client Relation Centre tools such as Salesforce/ SAP CRM preferred
  • Organized, team player, diligent, rigorous, proactive, flexible, dynamic, supportive, patient
  • Flexible time schedule, ability to work in shifts

How will you be excited along this journey?

  • Be part of our team in a fun, dynamic and diversified environment 
  • Access to discounts for hotel accommodation, car rental and shopping vouchers*
  • Take your birthday off and get paid for it*
  • A recognition of loyalty payment every 6 months for first 3 years
  • Full time contract with full comprehensive training
  • On-going training and skill development opportunities
  • Great opportunity for career progression within an established company
  • Located in Pyrmont, with light rail access or just 5 minute walk from City Centre
  • Competitive salary package+super+bonus+commissions

 *Access once passed probation

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