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Reference Code:  41042

Customer Service Quality Specialist: German/Dutch

Amsterdam, NH, NL

Fixed Term
  
  

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 7,500+ colleagues of 90 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. 

  
  

The aim of the Client Relations Centre is to provide an outstanding experience to our clients.  We do this by focusing on building client relations, being service minded and solution oriented.  We are proactive, informed, passionate and caring.

The Learning & Development team supports employees by designing and facilitating opportunities to grow.  Enhancing knowledge and skills is our priority because it grows confidence and competence.  We focus on quality, observing how our employees use the knowledge and skills they learned, and we provide instant feedback and coaching. We report and act on critical errors that need immediate attention and regularly inform the business about our quality measures.


As Quality Specialist you are passionate about quality standards focusing on how we build relations with our clients, manage our clients’ profiles and report client issues/critical errors in our operations. 

 

You are an energetic, inquisitive, independent thinker who is 100% client oriented.  You enjoy collaborating with stakeholders to ensure that employees are skilled and knowledgeable and can efficiently use the internal tools and procedures to meet our department SLA’s whilst offering our clients an outstanding service.

 

You have experience in quality management or working in a client relations centre with high quality scores.  You are analytical, detail oriented and communicative.  You enjoy analysing quality reports to determine and plan learning, or coaching needs and you love working with people in order to bring the best solutions.

 

Your responsibilities are clear:

  • Ensure compliance with Cartier standards
  • Maintain and develop call quality standards
  • Analyse client services metrics and how team performance affect the KPI’s
  • Create strategies to improve KPI’s
  • Report performance against KPI’s to team leaders, management
  • Report actions taken to improve quality to team leaders, management
  • Create reporting methodology for critical errors
  • Measure and evaluate Ambassador conversations on all channels
  • Provide feedback and coaching to Ambassadors
  • Map learning requirements for training and onboarding programmes and set these projects on the L&D roadmap
  • Monitor customer service performance on Ambassador and team level
  • Keep up to date with developments in policies, procedures, systems, products and support change management efforts through monitoring and feedback
  • Train on quality requirements and expectations
  • Create quality assessment materials
  •  Regularly assess employees so that they continuously grow on the job and meet quality standards

 

 

Requirements for this position:

Do you have a positive, can do attitude?  Are you a pro-active thinker and doer with the following experience and skills?

  • Work experience in a Customer Service role
  • Proven track record of analytical skills
  • Hands on experience in a quality assessment role within a sales or customer service position
  • Familiarity with SAP/Salesforce
  • Excellent communication and presentation skills – training experience an advantage
  • Coaching skills
  • Good organisational skills
  • Examples of data visualisation abilities and understanding of support metrics
  • Problem solving capabilities to create meaningful strategies to improve quality
  • BSc degree in customer service quality management or relevant field desirable
  • Additional certification in quality or COPC is a plus
  • Good understanding of tools used to measure and report on quality control
  • German/Netherlands speaker at native or near native level.

Learn more about life at Cartier



www.careers.cartier.com

Richemont 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.

Learn more about the Group Richemont