Customer Care Team Lead

1 month ago

London, Greater London, United Kingdom Monica Vinader Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Monica Vinader. As a key member of our customer service team, you will be responsible for leading a team of customer care associates to deliver exceptional service across all support channels.

Key Responsibilities
  • Lead a team of customer care associates to deliver exceptional service across all support channels, including phone, live chat, WhatsApp, email, social media, and review platforms.
  • Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Monitor and analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience.
  • Collaborate with other teams, including ecommerce, retail, and operations, to ensure seamless customer service across all touchpoints.
  • Provide coaching, training, and development opportunities to customer care associates to enhance their skills and knowledge.
  • Manage and analyze customer service metrics, including response times, resolution rates, and customer satisfaction scores.
  • Develop and implement processes to improve efficiency, productivity, and quality of customer service.
Requirements
  • Proven experience in customer service, contact center, or customer experience environment, preferably in a luxury goods or brand-focused organization.
  • Excellent leadership and management skills, with the ability to motivate and inspire a team.
  • Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders.
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
  • Previous experience with CRM or ERP systems is an advantage.
About Us

Monica Vinader is a leading accessible luxury brand, committed to delivering outstanding quality, design, and customer service. We are customer-obsessed, caring, fast-paced, exceptional, and commercial. We are passionate about creating meaningful relationships with our customers and community, and we are looking for someone who shares our values and passion for delivering exceptional customer service.

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