Deskripsi Pekerjaan
Are you a dynamic leader with a passion for luxury fashion and a knack for delivering outstanding client experiences? Our client, a prestigious name in the luxury fashion industry, is seeking a Client Relations Team Leader to drive excellence in client service, lead a high-performing contact centre team, and elevate brand loyalty.
In this pivotal role, you will oversee daily operations of the client relations team, ensuring every interaction reflects the brand’s commitment to sophistication and quality. You will coach, motivate, and manage team performance, turning challenges into opportunities for growth. Your strategic mindset will help refine processes that enhance the overall client journey, from initial inquiry to post-purchase support.
If you thrive in a fast-paced, results-oriented environment and have a proven track record in team leadership within contact centre or client services settings, this is your chance to make a significant impact in the world of luxury fashion.
Tanggung Jawab
- Lead, mentor, and inspire a team of client relations specialists to deliver exceptional, brand-aligned service.
- Oversee contact centre operations, ensuring efficiency, quality, and adherence to service level agreements.
- Monitor key performance indicators and implement strategies to continuously improve team performance and client satisfaction.
- Handle escalated client issues with discretion and professionalism, ensuring timely and satisfactory resolution.
- Collaborate with cross-functional teams (retail, marketing, logistics) to create a seamless client experience across all touchpoints.
- Conduct regular performance reviews, coaching sessions, and training to develop team members’ skills and career growth.
- Generate and analyse reports on team metrics, client feedback, and operational trends to drive data-informed decisions.
Kualifikasi
- Minimum 3 years of experience in team leadership, preferably within a contact centre, client services, or luxury retail environment.
- Strong understanding of luxury fashion standards and the ability to embody the brand’s voice and values.
- Excellent communication, interpersonal, and conflict resolution skills.
- Proven ability to motivate teams, set clear goals, and foster a collaborative, high-performance culture.
- Proficiency in CRM software, performance tracking tools, and Microsoft Office suite.
- Bachelor’s degree in Business Administration, Marketing, or a related field is highly valued.
- Demonstrated problem-solving aptitude and the ability to thrive under pressure in a fast-paced setting.