Customer Service Europe Supervisor

We are looking for our Customer Service Europe team a: Customer Service Europe Supervisor

Type of contract: permanent contract

Location: Geneva

Overview and purpose of the role:

Under the leadership and guidance of the Customer Service Management, as Customer Service Supervisor you are responsible for providing outstanding customer service experience, providing clients with product and company values knowledge, and working as part of a team to meet individual, Department and brand objectives. Attached hierarchically to the manager, you are the first relay of supervision with the team. You organize, supervise the work within the day, according to the instructions and guidance given to you. As a role model for the rest of the team, and Brand Ambassador you need to be excellent in your relationship with customers and to be able to transfer your knowledge and skills to the Customer Service Associates.

Key Responsibilities of the role:

• Managing day-to-day customer queries (phone and written communication) via calls, emails, social and chat efficiently at Christian Louboutin standards
• Ensuring delivering an outstanding shopping experience to every customer contact, in all forms of communication; by telephone and written communication
• Partnering with Customer Service Associates to improve overall selling skills and to close sales to achieve sales goals and KPIs
• Managing the escalated complaints in appliance with the company policy
• Supporting the team in the realization of Department goals
• Communicating company policy to customers as necessary, and always observing client confidentiality and company policies for data protection and security
• Performing all Customer Service Associate's duties at the highest level of expectation to ensure perfect luxury service
• Attending and participating in all training events such as sales techniques, sales ceremony or product knowledge trainings

Relationship Building & Customer Relationship Management

• Building and maintaining quality relationships with clients through personal interaction and active clienteling, resulting in loyalty to the Brand and strong sales performance
• Identifying and actioning initiatives to personalize the experience for every customer whenever possible and being proactive in developing unique experiences for top clients
• Be a role model for Customer Service Associates in your approach to learn to know clients, to develop the clients' database and to maintain your clients' information in the systems.
• Reflecting the luxury brand image and demonstrating a positive attitude through the service you deliver and all your interactions with clients

Operational management of the team

• Supporting the management team with Planning, opening/closing of the Department, organization, daily operations and reporting
• Participating actively in the daily briefing and ensuring that it is properly understood by the teams in the daily monitoring of their activities
• Operationally develop the members of the team teaching them Customer Service technics and excellence and coaching them via kind feedback on their performance.
• Supporting the training and development of the team on Customer Service procedures, Retail and Ecommerce specificities, together with the Customer Service Manager.
• Assisting the management team in the deployment and implementation of the Christian Louboutin Customer Service Ceremony by the team, to guarantee the level of service expected.
• Supporting the induction of new Customer Service Representatives with huge attention to details under supervision of the Customer Service Manager, according to the job, the culture and the values of Christian Louboutin
• Being proactive in identifying and leading projects to optimize and automatize operational processes to increase efficiency and keep improving the team day-to-day

Setting an example for the team by acting as a role model living our Values daily and respecting all processes

Being the back-up of the Customer Service Manager when necessary

Teamwork

• Partnering effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture
• As a proactive member of the team, working towards achieving tasks set and meeting the Department targets and goals
• Supporting the Customer Service Manager and fellow colleagues in the daily operations and back-office activities

Product Knowledge

• Developing detailed and extensive knowledge of all products and our brand culture and DNA, to provide exceptional customer service
• Offering knowledgeable and professional styling advice to customers and achieving sales by maximizing all customer contact opportunities
• Being an expert in product information, including knowledge of the influence of the design, the construction and craftsmanship of the product, the materials used, and how to take care of the product
• Identifying products trends and feedback among customers inquiries and being the voice of the customers internally

Results Driven

• Actively striving to support Customer Service team in achieving key performance indicators, to improve Department results and reaching individual and Department targets
• Demonstrating competent awareness of our overall Department and Company performance and the surrounding market/industry.

Reporting

Carrying out accurately analyses and KPIs reports when requested by the Customer Service Manager.

Skills and Requirements:

In order to deliver the main responsibilities of the role, you will need the following skills:

• Minimum 5-6 years in retail/customer service/ecommerce experience for a luxury brand
• Previous experience in counselling, selling and communicating on high end luxury products (shoes and leather goods accessories is a plus), most preferably into a managerial role
• Excellent understanding of Customer Service procedures and selling and CRM techniques
• Strong knowledge of fashion luxury markets and trends
• Excellent communication skills (both written and oral) in a luxury way, and capacity to listen and identify client needs
• Strong client-telling skills to ensure client contact is maintained engaging them in a long-term professional and loyal relationship
• Customer service oriented to develop the brand global customer experience with both internal and external stakeholders and team members and commercial acumen
• Able to transfer his/her knowledge and to train his/her colleagues
• Coaching capabilities: ability to provide constructive, straightforward feedback to develop the team
• Excellent spoken and written languages in French and English as a minimum, additional European language as a plus (Italian, German, Spanish)
• Strong analytical skills
• Very good command of Microsoft Office tools such as Excel, Word and PowerPoint and of any CRM tool (ie: Salesforce)

Ability to multi-task, plan and manage time and resources, establish priorities and manage deadlines

• Rigor and organization with a strong service orientation
• Excellent attention to detail to support the needs of the department and to provide a polished and professional service.
• Able to meet the demands of a busy Customer Service Department with high energy levels and determination
• Proactive, dynamic and have a willingness to learn and develop
• Must always adhere to Company policies and procedures and act with a sense of corporate responsibility, always representing the brand appropriately, including on social media
• Strong communication and interpersonal skills
• Extremely customer service and results oriented
• Able to inspire the team: envision the future with confidence, creativity and freedom
• Team player – able to collaborate with positivity, open-minded and fun
• Open-minded to diversity internally and externally – ready to work with different people with respect and without bias

You can send your application and your CV on LinkedIn or on: recrutement.ch@christianlouboutin.fr

Please note that if you don't hear from us within 2 weeks after having submitted your application, you should consider your profile has not been selected.

Our people are at the heart of our brand.

We celebrate individuality and allow the freedom to have responsibility, autonomy and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity and respect. We have passion – we drive our business with agility, commitment and care. We have happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We work with inspiration – we envision the future with confidence, creativity and freedom."

The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our core values we listed above. So, if you also share this mindset and these values and you dream of coloring your soles red as part of the Louboutin adventure, please join us