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Brazilian Portuguese Team Leader

2 months ago

SouthendonSea, United Kingdom Ventrica Full time

Brazilian Portuguese Team Leader - Luxury Brand

Please note, this role is a 9 Month Fixed Term Contract.

We are looking for a bilingual (English and Brazilian Portuguese) Customer Service Team Leader.

If you champion fashion and fragrances and are you passionate about making sure that the needs of customers are met, we have the perfect role for you


What will I do in role/what do I need?

You must be fully fluent both in English and Brazilian Portuguese, written and verbal C2 Level of English required Confident IT skills An interest in the 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 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 Leading a team to provide outstanding customer service across telephone, social media, web chat and email Using an omni-channel based environment (potentially inclusive of telephone, email, live chat and social media) to assist customers 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

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, prioritise assignments, and work independently Have a real enthusiasm about joining the Ventrica family and developing your career with us

Key Skills: Desirable

An understanding of the client industry sector Experience working for a retailer Experience working in a luxury background Experience within any of the following: Beauty, Cosmetics, Fashion

Working Hours:

Full time – 40 hours per week Core working hours between 14:00-23:00 Monday to Friday (and between 09:00-01:00 Monday to Saturday during peak periods)