Team Leader Service Client Allemand Bilingue H/F CDI
Description de l'entreprise
Approach People est un cabinet de recrutement international qui s’impose aujourd’hui comme un leader du recrutement en Europe. Nous travaillons en étroite collaboration avec les plus grandes multinationales pour chercher et trouver les talents de demain.
Notre expertise en recrutement associée à plus de 10 ans d’expérience nous permet de placer nos candidats dans les entreprises qui leur offrent les meilleures opportunités de carrière.
Description du poste
Approach People recrute, pour un de ses clients client, un des plus grands groupe de luxe et mode. CDI basé à Paris
Team Manager Service Clients Luxe - allemand bilingue - CDI H/F
Notre client est en pleine création d’une équipe de conseillers clientèles allemands. Vous managerez une équipe de 7 conseillers allemands pour une marque de bagagerie de luxe (poste en interne et non pas chez un prestataire).
The Team Manager is responsible for optimizing the Client Service performance within his team, which means to reach the Qualitative figures and Quantitative Service Level and take the necessary actions to reach the KPI’s of the CSC.
Motivate, coach and develop the team, ensure the appropriate management of the daily follow-up of the operations and contribute to develop loyalty of final clients.
Participate in Brands events and clienteling actions; promote the image of the brands and its products.
The Team Manager supervises a multi-lingual team of Client Service Advisors in charge of handling calls from luxury brands... Customers, answering customer’s emails, dealing with orders received by phone and internet and performing clienteling actions.
He/she ensures the motivation of the team and builds a strong team spirit within the team.
With the help of the Director, he/she participates in the recruitment process, conducts the appraisals during the annual process, monitors the quality of the calls in order to evaluate and improve them (scripts, processes, etc…), defines and sets individuals goals, identifies the training needs, manages the organisation of the team in terms of planning, annual leave and absences.
With the HR department and the Director, he/she takes part on drawing up a development career path for each team member.
He /she develops implements and monitors the sales plan, handles client’s complaints when necessary.
Daily Operational management:
He/she supervises the overall daily operation of the Virtual Store by showing an exemplary attitude regarding the procedures (repairs, client database, reservation, transfers, etc), Brands internal policies and making sure that sales are well recorded in tools according to the rules.
The Team Manager represents his/her Virtual Store among the retail network, builds and maintains close relationships with the region & brands for which he/she is responsible. He/she provides the CSC, regions, brands and HQ with relevant reports about activity, client information or any relevant information or buzz related to the Brands.
• Minimum of 3 years Client Service experience (people management).
• Desire to work in a fast-paced environment.
• Work autonomously and demonstrate a positive and enthusiastic attitude
• Very good coaching skills, with excellent sales performance and customer service standards.
• Strong knowledge of the luxury industry
• Make quick and thoughtful decisions when needed
• Very good skills in MS Office
• Ability to analyse and report on areas of responsibility
• Results oriented
• Attention to detail and high standards
• Team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment
• Flexible and ready to work on Saturdays (1 to 2 per month)
• Fluency French / English / German