Client Services Manager Job at Fendi
- Country / Region : United States
- City : New York City
- Business group: Fashion & Leather Goods
- Contract type: Permanent Job
- Function: Retail
- Experience required: Minimum 5 years
- Reference No.: FEND02650
- Date of publication: 2022.11.15
Position
Client Services Manager
Profile
Client Services Center Manager is responsible for leading team performance, guide and support the Client Advisors to deliver and elevated call center/ omnichannel support experience over the different touchpoints, including: ecommerce and retail calls, after sales, Livechat, outreach campaigns and general inquiries.
Key objectives are:
- Performance management to achieve SLAs, critical metrics and sales targets
- Mentor and develop the growing team, including the on-boarding and training experience
- Support the Client Services Director to implement strategies, tools, policies and procedures for the team
Crucial duties & responsibilities:
- Execute staff coverage and scheduling based on estimated call volumes and appointments
- Lead a team of up to 12 Client Advisors
- Leads by example by embracing the omnichannel and client-centric mentality of the team during interactions with clients and advisors
- Develop processes to ensure quality assurance, tracking and reporting
- Motivates and provides adequate resources to team to exceed critical metrics
- Uses quantitative and qualitative feedback for personalized training of Client Advisors
- Leads on-boarding of permanent and seasonal advisors, as well as ongoing training and refreshers around clienteling, selling, problem-solving, policies/procedures, critical issues and de-escalations
- Uses CRM resources to grow client engagement, recruitment and retention
- Supports and empowers team with resources to resolve inquiries during the call (including order deliveries, returns, repairs, payments, refunds and customer concerns)
- Handles case issues process efficiently to maintain communication with store teams and retail operations regarding orders connected to Omni-stock or retail-related inquiries
- Partners with After Sales on an efficient client experience and follow-up for repairs and product issues
- Provides direct client support and performs outbound outreach through different channels when needed
Job skills, Requirements, & Attributes:
- Minimum 5 years of either customer service center/Ecommerce
- Experience working in a call center and managerial experience highly preferred
- Luxury Retail experience, preferred
- Minimum Associate's Degree, preferred
- Process oriented with ability to lead long-term and short-term projects in parallel
- Developed ability to put the client first with high interpersonal skills and empathy
- Strong problem-solving approach, motivational and people development skills
- Shown leadership to influence and empower a team towards results
- Excellent verbal and written communication
- Sophisticated knowledge of Microsoft Suite (including excel)
- Exposure to Client Services Systems (i.e. Salesforce) preferred
- Proficiency in Spanish, Mandarin or Portuguese a plus
- Must have flexibility: some nights, weekends, and holidays
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