Team Leader - Client Service Center (German Speaker)

Based in our Digital Boutique (La Défense), the Team leader is responsible for assisting with the successful day to day operations of the center and overseeing a team of Advisors ensuring best-in-class client service is delivered consistently and successfully in line with DIOR brand values incorporating a customer-first mindset.
"},{"title":"Missions","content":"
TASKS AND RESPONSIBILITIES:

• Manage, train, coach, motivate, mentor and develop a team of Advisors
• Provide guidance in resolving customer issues by following defined processes ensuring the best appropriate solution.
• Continually support Client Service Advisors to improve their client service and
  communication skills, ensuring their tone and language is professional and empathetic in handling all situations.
• Track and complete daily cases, monitoring performance of each advisor and
  implement plans to ensure that KPI's and objectives are met.
• Works with Operations Manager to oversee, monitor and optimize daily workflow to ensure objectives are achieved.
• Develop and maintain brand awareness and history, product knowledge, business
  processes and systems expertise to meet ongoing client and business needs.
• Ensure detailed and accurate records are being kept for each client using the
  technology provided and compliance is being maintained.
• In partnership with the management team and HR, ensure all health and safety guideline as well as HR policies & processes are implemented, updated and adhered to.
• Develop excellent working relationships within the Dior network.
• Work cross functionally with peers, colleagues, retail partners and external vendors to
  ensure appropriate resolutions.
• Provide support and/or personally handle complex customer cases and expertly resolve.
• Identify and assess opportunities for process improvement, both in the CSC, retailer network, and with any other partners.

REQUIREMENTS

• Education and experience:

Bac+3 required from a higher education
Minimum of 5 years previous experience in leading and managing a team, preferably in client services or luxury indutry (retail, hotel or concierge businesses)

• Languages

On top of English, outstanding communication skills, both written and verbal (C2)
in German or Dutch.

• Hard Skills:

Microsoft Office package expert
Strong sense of initiative and solutions oriented with clear demonstration of a customer first mind-set
Outstanding communication skills, both written and verbal
Strong sales negotiation skills and clienteling experience
Strong analytical and technical skills with excellent attention to detail; previous
experience with Salesforce a plus.

• Soft skills & motivation:
Excellent time management skills, able to work on multiple tasks and deliver results
Highly motivated, energetic and inspirational team player
Results orientated with a determination to make things happen
Ability to identify opportunities for improvements and implement change
A passion for Christian Dior and our collections
Strong knowledge of fashion and trends