Customer Service Operations Manager
hace 1 mes
About the Role
We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Richemont. In this role, you will be responsible for overseeing the customer service operations and ensuring that they meet the highest standards of quality, efficiency, and effectiveness.
Key Responsibilities
- Manage customer service teams to ensure that customers receive timely and effective support;
- Develop and implement customer service strategies to improve customer satisfaction and loyalty;
- Oversee the administration of repairs, including registration, estimate, and invoice processing;
- Ensure compliance with group and internal procedures, as well as government regulations;
- Coordinate with internal partners, such as logistics and IT teams, to resolve issues and improve processes;
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement;
- Develop and implement action plans to address KPI gaps and improve customer service performance;
- Collaborate with cross-functional teams to develop and implement process improvements;
- Supervise and mentor customer service staff to ensure that they have the necessary skills and knowledge to perform their duties effectively;
- Participate in business reviews to assess RCS performance, KPIs, and operation improvements.
Requirements
- Bachelor's degree in Industrial Engineering or related field;
- At least 5-10 years of experience in customer service, preferably in a luxury environment;
- Proven leadership and organizational skills, with experience in managing teams;
- Strong analytical and problem-solving skills, with ability to handle large volumes of information and data;
- Excellent communication and interpersonal skills, with ability to communicate effectively with customers, colleagues, and other stakeholders;
- Fluency in English, with proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.
What We Offer
- A competitive salary range of $120,000 - $180,000 per annum;
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as retirement savings plan;
- Opportunities for career growth and professional development;
- A dynamic and supportive work environment;
- A chance to work with a leading luxury company and contribute to its success.
How to Apply
If you are a motivated and results-driven professional with a passion for customer service, please submit your application, including your resume and cover letter, to us.
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