CRC Systems & Quality Coordinator

Amsterdam, NH, NL

Fixed Term

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.

Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

The Client Relations Center is the voice of Van Cleef & Arpels for our clients, as they build and maintain strong relationships with them. Reporting to the Client Relations Center Systems & Quality Manager, you will be a key contact for our Client Relations Center Ambassadors regarding systems & processes we have in place. You will assist the Systems & Quality Manager in delivering training and assessing interactions with our clients.

Are you a good match?

You have a strong understanding of the digital path to purchase
You are interested in processes and systems
You know how to deliver an amazing client experience
You master English. Fluency in other European languages is highly desirable (German, Italian, French)
Experience in a Client Relation Center and/or in the Luxury field is a must
Knowledge of Salesforce Service Cloud is a plus

What are we expecting from you?

Systems & tools integration

Support the deployment of Client Relations Center projects and improvements together with the Operations team by performing required tests
Collect, analyze, prioritize, and escalate CRC system and tools issues to ensure the constant smooth functions of our systems
Contribute to identifying improvement areas in quality of service and training needs

Processes & systems knowledge

Be an expert in customer handling Client Relations Center processes and systems
Ensure that all information is available and up to date for the Ambassadors
Support the Ambassadors on the daily specific cases related to Online Retail procedures
Detect training needs and assist the Systems & Quality Manager in delivering systems and Online Retail procedures training and onboarding

Quality

Be an expert in quality and coaching techniques
Assess the Ambassadors’ interactions with clients on a monthly and quarterly basis
Understand the Maison strategy to deliver a great client experience
Assist in building individual coaching strategies and individual Quality performance dashboards for each Ambassador

More than a role…. We recruit for a career!

By joining Van Cleef & Arpels you will be part of a Maison where employee career development is at the heart of our ambition.

Upon your arrival, you will be immersed into our enchanting world with trainings on our history, our know-how and our creations.

Should this opportunity sound like a great challenge to you, we would love to hear from you!

The recruitment process

Send your application online. If your profile matches our search, you will be contacted by our HR team for an interview. Along the recruitment process you will meet our CRC Systems & Quality Manager and our CRC Manager.

Apply now »