Online Customer Service Team Leader
Online Customer Service Team Leader
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Click to Discover Where the Dior Client Experience Begins
We are seeking a dynamic results-driven Team Leader to oversee coach and inspire a team of client service agents in a luxury digital environment. In this role you will be responsible for driving individual and team performance ensuring exceptional service quality and delivery and fostering a positive and efficient work environment. You will play a critical role in maintaining operational excellence meeting KPIs and upholding the brands standards of client care.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Team Management & Leadership
- Lead motivate and support a team of online beauty consultants to achieve service sales and performance targets.
- Conduct regular 1:1s team huddles and performance reviews in partnership with leadership.
- Set clear expectations monitor productivity and provide coaching and feedback.
- Foster a positive inclusive and high-performance team culture.
Performance & Quality Monitoring
- Track and analyze team KPIs (e.g. response time customer satisfaction resolution rates channel queues).
- Identify training needs and performance gaps; implement improvement plans as needed.
- Ensure compliance with call scripts quality standards and service procedures.
Operational Support
- Manage daily workflow schedules and resource allocation to maintain service level targets.
- Handle escalated customer issues ensuring timely and satisfactory resolution.
- Collaborate with cross-functional teams to improve tools and processes as needed
- Manage team to individual and collective sales and quality of service KPI targets
Reporting & Insights
- Prepare and deliver team performance reports and actionable insights to leadership.
- Identify trends in customer inquiries and escalate opportunities for improvement.
- Identify and escalate any issues presented to leadership
Training & Development
- Support onboarding of new agents and ongoing skill development for existing team members.
- Champion best practices knowledge sharing and continuous learning.
SUPERVISION RECEIVED
Senior Manager Customer Service
SUPERVISION EXERCISED
Online Beauty Consultants (E-BC)
High End Online Beauty Consultants (High End E-BC)
Qualifications :
- Proven experience managing client service teams with a strong understanding of customer service workflows and business processes.
- Background in the luxury or cosmetics industry with experience serving high-value clients in demanding environments.
- Proficient across all client communication channels (phone email chat social messaging video).
- Strong commercial mindset with the ability to support product selection and drive conversions especially in remote selling scenarios.
- Excellent communication skills including strong elocution storytelling and writing abilities.
- Deep understanding of luxury service standards and the ability to coach a team to deliver them consistently.
- Tech-savvy with the ability to use and adapt to multiple digital tools in a fast-evolving environment.
- Demonstrated resilience and sound judgment in managing team dynamics and complex client issues.
- Solutions-focused with a proactive troubleshooting approach and ability to make clear recommendations.
Additional Information :
This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Duties responsibilities and activities may change or new ones may be assigned at any time with or without notice.
All your information will be kept confidential according to EEO guidelines.
LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise performance and tenure.
While the published salary range is a good faith reflection of the targeted salary level for the position LVMH Inc. reserves the right to pay outside of the published range of $70000-$80000.00.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
