Customer Service Team Leader

**Could you see yourself representing high-end luxury beauty and fashion brands? If so, we have an incredible opportunity for you**

We are looking for a bilingual (English and Dutch) Customer Service Team Leader. Do you champion fashion and fragrances? Are you passionate about making sure that the needs of customers are met? If so, please read on

**Introduction to our client**:Nina Ricci**
As a Team Leader for our client Nina Ricci, you will be leading a high performing team that is passionate about delivering exceptional customer service. You can expect to work with people who are passionate about building rapport with customers to drive customer satisfaction as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Nina Ricci is an iconic brand that is very prevalent within Europe and worldwide, making ready to wear as well as couture clothing, shoes and accessories that are shown at Paris Fashion Week. Nina Ricci is known for their range of high-end perfumes, with their most iconic fragrance (L’Air du Temps) translating to ‘The Current Trend’. With a fanbase as huge as theirs, customer needs are at the forefront of our minds, looking to give a positive outcome with every contact. So, the question is, do you want to work on the behalf of a blue-chip brand that really is at the forefront and cutting edge of current trends?

**What will I do in the role/what do I need?**
- You must be fully fluent both in English and Dutch, written and verbal
- C2 Level of English required
- Confident IT skills
- An interest in the Nina Ricci brand/fashion/retail/beauty/fragrance industries in general would be highly advantageous
- Within this role, you can expect to work with people who share a genuine passion for our customers, our collections and our brand identity. We are inclusive of everyone
- We are looking for highly ambitious Team Leaders who aren’t afraid to go above and beyond.
- You’ll have a clear understanding of what constitutes great customer service and be able to support your team to deliver this effortlessly.
- As our employee, you’ll be reliable, punctual, and flexible, appreciating that getting the job done well and to the high standards expected will mean being prepared and ‘going the extra mile’.
- You’ll have excellent communication skills - written and verbal.
- Leading a team that is the first point of contact for all customer queries and providing product advice
- Leading a team to proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
- Brand ambassador for your client carrying out exceptional customer service alongside your team at all times
- Ensuring that the customer is at the heart of every conversation
- This role requires you to provide excellent and inspirational leadership to a team of Brand Ambassadors who will be receiving calls and dealing with them accordingly.
- A key competency for this role is having the ability to increase performance by taking a strong customer focus approach, monitor and support advisors to ensure that all work queues are managed efficiently and all processes are adhered to and make sure that compliance areas and targets are being met or exceeded whilst upholding our client’s core values.
- You will be required to facilitate coaching to ensure quality criteria is met by your team. This role requires the monitoring of work carried out by the team, tracking of any trends, reporting to Operations and Client Services to feedback on any issues/resolutions to improve best practice and feed into the continuous improvement of the campaign
- Having a genuine passion for customers, the Nina Ricci collections and our brand identity.

**Key Skills: Essential**
- Experience of working in a customer service environment
- Experience of managing and leading teams
- Experience of developing your team and leading on KPIs
- Experience of working in a contact centre environment
- Excellent leadership skills, adept at coaching and developing others
- A diverse skill set which includes (but not limited to):

- Conflict management
- Negotiation and influencing
- Adaptability
- Delegation and time management
- Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
- Able to build relationships across functions internally and externally whilst being able to remain calm under pressure
- Exceptional communication and interpersonal skills (both written and verbal).
- Communicate and negotiate persuasively with the ability to influence others assertively and build rapport, build understanding and trust
- Able to drive own results and explore new ways of working to help continuous growth
- Ability to change course quickly, adapt to new challenges, and deal with competing priorities.
- Ability to multi-task, priori