The Customer Care Center CHANEL located in Dubai will be managing all the
client interactions through phones, emails, or messaging for all activities
and for several purposes. The Customer Care Manager will contribute strongly
to the project setup, then implementation, and after the run. The Customer
care manager will report to the Client Engagement & Digital Director while
having a strong link with the business teams (retail, marketing, and boutiques
teams).
The customer Care manager is in charge of a customer care advisors' team.
organizing and planning the team, the flows, ensuring the level of excellence
and the respect of CHANEL client relationship philosophy, with a personalized
approach for each clients. He/She accompanies on a daily base his/her team in
order to achieve the best service level (quantitatively & qualitatively),
analyzing properly the activity, the flows with a strong problem-solving
approach. He/she will be in charge of all the analytics & reporting linked to
the activity. He/she is ensuring the respect of Chanel DNA and values. And
he/she is a true team leader, motivating and developing his/her team.
Principal missions:
Participate in the team recruitment then, train, motivate & loyalize the
team
Planning & Team organization:
* Organize the team according to the flows, channels, expertise
* Adapt the organization to the needs and to the evolution of all the parameters
Pilot the operations:
* Solve operational issues
* Set up & improve processes if needed
* Workforce management
Set Objectives and Monitor operational Performance:
* Set Up the yearly plan of the team and the objectives to be approved by the management
* Monitor budget
* Implement European KPIS in term of service level, client satisfaction, productivity
* Build reporting dashboards (aligned with the one of Europe)
* Analyze results then explain the gaps and propose solutions
Pilot team & individual performance
Management
Profile:
* first experience in the field of Customer Care Management for a luxury brand
* You are passionate about the client service & client relationship
* You previously managed teams (directly or indirectly)
* You are used to collaborate with different services, and you are a team player
* You have a project-oriented mindset, ready to test, to try, to set up new things
* You are very well organized and very precise in during execution
* You have a sense of Excellence
* Master Excel
* English speaker, Arabic would be a plus
* Analytic skills to be able to build reporting, follow KPIS and improve performance
* Team spirit, Curious
* You are action oriented
* Strong communication skills: within the teams but also toward clients
* Empathic & Listening skills
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