Customer Contact Supervisor

Richemont

London, LND, GB

Permanent

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

HOW WILL YOU MAKE AN IMPACT?

Under the supervision of the UK Customer Service Director, you will be performing a variety of tasks, in collaboration with the Maisons and regional functions.

As the Customer Contact Team Leader for Richemont Customer Service in the UK, you will be responsible of developing the relation with our B2B customers and internal stakeholders for all the questions related to customer service on our full range of luxury products.

You will lead a team of 4 people, manage their workload and support them in solving difficult cases. You will collaborate with our back office and technical teams in order to find solutions for our customers.

Manage the relationship with B2B customers, Richemont Maisons (local & HQ), internal boutiques and our European customer relation center
Manage and motivate the Customer Contact Team (4 people) in order to deliver a great customer service experience
Answer B2B & internal customer requests about customer service and spare part orders by ensuring the application of Brand Policies
Ensure all customer requests are answered within 24 hours and 80% closed within this timeframe
Work very closely with the UK Customer Service team, in particular other managers / supervisors, to deliver the best possible service and further enhance the current service level
Manage the repairs portfolio: follow-up on cost estimates, anticipate and communicate repair delays to our customers, follow-up of repairs that are sent to Manufactures, etc.
Manage customer claims and escalate difficult cases to management or to our local brands stakeholders
Manage B2B customers spare parts orders
Identify improvements to enhance team efficiency and customer experience

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

High communication skills
Strong and demonstrable experience within Customer Service/Hospitality, including handling higher level complaints
Ability to communicate with external and internal clients at all levels
Excellent communicator with a professional and calm approach at all times
Strong client focus mindset
Client focused & solutions driven mentality
Personable phone manner
Ability to manage and develop a team
Strong team spirit
Ability to work efficiently under pressure and to tight deadlines
Strong autonomy, efficiency and rigor
Flexibility and open to change
IT skills
Computer proficiency in Microsoft packages (Office/Excel)
SAP knowledge is an advantage

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

- We value freedom, collegiality, loyalty, and solidarity
- We foster empathy, curiosity, courage, humility, and integrity
- We care for the world we live in

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

Initial screening call with Richemont Talent Team
Interview with the UK Customer Service Director
Interview with the Human Resources Manager