Client Relations Center Team Leader - German Speaking

MAIN PURPOSE

Within the Cartier Relations Center team, reporting to the Relations Center Manager, the Team Leader manages and leads a team of approximatively 15 multilingual Ambassadors. The Team Leader will be responsible for supervising, guiding, managing, motivating and supporting the development of their team members on a daily basis ensuring that the team is delivering an excellent customer service in line with the defined KPIs and Cartier standards. 

KEY RESPONSIBILITIES

• Creates an environment oriented to trust, open communication, creative thinking, team cohesion and maintain healthy team dynamics
• Leads, manages, motivates and evaluates the Ambassadors’ performance on all KPI’s (performance reviews, appraisals and disciplinary actions) 
• Responsible for the staff planning and scheduling
• Allocates workload among the Ambassadors
• Sets up objectives of the Ambassadors
• Works closely with the quality specialists team who are in charge of Monitoring the quality level of interactions with clients via all channels (calls, emails, Facebook and live chat) according to the guidelines
• Follows up all KPI’s and makes daily, monthly reporting and analyses the results and sets up action plans to continuously improve
• Supports team and individual performance improvement by closely working with the L&D team to develop ambassadors and assure that the team members have the necessary training to effectively answer clients’ requests
• Follow up the development of the team members (career aspirations, skills to develop, training needs…) in collaboration with the L&D team
• Deals with escalated cases when needed
• Recognize and celebrate team and team member accomplishments and exceptional performance
• Organizes team meetings (agenda and minutes) and share all transversal projects/information shared by the Manager 
• Is the interface between the Ambassadors and HR, IT, Finance and other department
• Ensure that all information/procedures received from the Europeans markets is cascaded to the Senior ambassadors
• Make sure Senior ambassadors have all trainings, information needed to support the team
• Answers calls, emails, social media and live chat when needed, and backs up the ambassadors in case of emergency
• Participates in the recruitment of new Ambassadors and senior ambassadors
• Participates to transversal and other projects

SKILLS

•    Excellent organizational and people management skills (monitor, motivate and coach the team)
•     Good interpersonal and communication skills 
•     Thrives in a multicultural work environment
•     Business minded with a strong customer service focus.
•     A driven problem-solver with a real passion for innovative ways of improving team performance and overall service operations.

PROFILE

• 2 to 4 years of experience in team leader role in an international customer service environment
• Significant experience in customer service, retail sales, or in call center / e-commerce related activities
• Organized, team player, rigorous, proactive, flexible, dynamic, supportive, multitasking and able to work under pressure
• Must be Native in German and fluent in English
• Must be in possession of a valid work permit in the Netherlands