Team Supervisor

Based in our the Middle East Client Services Center in Dubai providing support
to our clients in UAE, the Team Supervisor will be in charge of the daily
follow up of the team ensuring the level of excellence and the respect of
Chanel client relationship philosophy, with a personalized approach for each
clients. He/She will be in charge of contributing to the team planning,
coordinating the training and the overall team task list and organization. As
part of his/her mission, he/she will also participate to the Customer Care
Activity being client facing through the different channels (phone,
messaging), at least ‎25 to ‎30% of his/her time. Then, reporting to the
Customer Service Manager he/she will support the Customer Care Manager for
team motivation, planning and quality monitoring.

RESPONSIBILITIES:
Daily monitoring and follow up of the operations
* Ensuring the respect of the planning
* Ensure that all the procedures are shared with the teams and that there are followed
* Daily team briefing and Weekly briefing on "what's going on" this week (product launch, event … ) making sure the team is constantly aware of what is going on
* Follow up of the KPIs: remind the achievement of the previous day in term of service level and quality.

Supporting the team on a daily base
* Daily One to One to debrief and give feedbacks
* Real time feedbacks when needed
* Bring support to the client advisors in case we don't have a proper procedure for a case
* Be available anytime for questions, guidance, escalation …
* Animate the team around briefing, small activities or exercises

Coordinate Team plannings, trainings and meetings
* Contribute to establish team planning to ensure the best coverage & the best level of service
* Work closely with Boutique teams, Retail, marketing & E-commerce teams when needed
* Collaborate strongly with training teams to suggest and set up relevant training plans for all activities.
Solve operational issues
* Ensure that the tools are working perfectly
* Report to the relevant department in case of any tools issues (IT, Digital etc…)
Contribute to the Customer Care Center activity
* Handle ‎20 to ‎25% of the calls/requests on a weekly base
* Assist in case of shortage in teams
* Stay as close as possible from the clients request and be the voice of the clients / field
Contribute to improve the processes if needed
* Suggest improvement if needed the speeches, reporting, procedures books
* Identify cases non covers by standard procedures: propose solutions and action plans to the Customer Care Manager
* Suggest improvement if needed on the evaluation grids to monitor quality
Follow up Operational performance
* KPIs follow up and Quality monitoring
* Propose solutions and action plans if KPIs are not met
PROFILE:
* You have experience in Luxury Retail/Hospitality industry ( hotel, client service, boutiques, hotels…). You are passionate about the client service & client relationship.
* You understand retail operations to better support our boutiques and better serve our clients
* You know how to balance between strict rules and guidelines and flexibility when needed
* You have great communication skills, and you are a team player and a good listener.
* Empathetic and kind, you have a strong sense of service, and put customers at the heart of your concerns. Keen on tailor-made solutions, you have strong interpersonal skills, and excellent oral and writing skills in English and Arabic would be an advantage.
* Assertive, you have a capacity of analysis, autonomy, very good stress, and you are very well organized - very precise in during execution
* You are flexible, able to multi-task and work a varied schedule.
* You show agility and proficiency with office tools ( Excel ) and Sales Force is a plus
* At ease with feedbacks and emotions management, you are good to develop and support people.
* Middle Eastern markets knowledge would be a plus
* You present a positive energy and foster a spirit of team collaboration. You have a sense of pride working for Chanel and passionately uphold our standards, our objectives and our vision to always offer the best client service.