Overview
Client Service Team Leader EMEA Jobs in Milan, Lombardy, Italy at Prada Group
Title: Client Service Team Leader EMEA
Company: Prada Group
Location: Milan, Lombardy, Italy
Job description:
JOB PURPOSE
The Client Services team leader is responsible to guide and support a team of agents in providing an elevated, luxury experience across different touchpoints including eCommerce, Phone Sales, Client Repairs, and general inquiries. Objectives include managing and coaching the team for performance, guiding the team to achieve SLA’s, and training. The role supports the Prada, Miu Miu and Church’s brands of Prada Group across the EMEA area.
RESPONSIBILITIES
Leads by example and fosters an environment which puts the client experience at the center and sets the standard for a high touch luxury service
Manages and mentors a team of client service agents including
Prepares and uses a holistic set of tools including reporting, quality monitoring (call listening etc), and client feedback to delivery regular performance coaching conversations
Creates team understanding and motivation to exceed KPI for quality and productivity
Guides each agent to develop their individual potential and organizes the team to balance strengths/weaknesses across the group
Acts as a support to the team while also building problem solving skills and guiding agents towards autonomy
Takes a lead role in administering training for new and seasonal hires, ongoing training and refreshers for policy/procedures, soft skills (selling, de-escalation, problem solving), client development or agent development as needed
Assists in developing and executing strategies that drive client retention and engagement
Assists and equips the Client Services team with support to provide clients with resolution for all pre/post sale inquires including delivery, returns, repairs, and refunds
Works to resolve all escalated issues quickly and in a professional matter
Acts as a lead contact with store operations team in supporting client queries, including complaints, and requests for post-sale assistance
At times of high contact volume provides direct client support through phone, email, live chat, social network, and SMS
KNOWLEDGE AND SKILLS
Prior Client Services and managerial experience required; strong motivational and people development skills
Passion to connect with clients and cultivate personalized relationships
High level of professionalism, empathy and interpersonal skills
Excellent verbal and written communication
Strong organizational, multi-tasking and prioritizing capabilities.
Proficiency with computers, client services systems and reporting including xls
