Luxury Customer Service Manager, Miami

Fulltime
Miami, USA
Immediate

POSITION SUMMARY

We are seeking a capable Customer Service Manager to organize and direct a team of Client Advisors within our contact center.

 

RESPONSIBILITIES

  • Manage Client advisors team
  • Formalize some procedures for handling client requests
  • Manage the front office flows by the channel to ensure service levels are met (client contacts) and back office (clients cases & orders)
  • Manage complex or sensitive client cases
  • Coordinate with internal teams (briefing, reporting) and operational services
  • Actively contribute to the Service activity reporting
  • Actively contribute to Service improvement projects: quality of service, tools, processes, “voice of the customer”

 

REQUIREMENTS

  • 3+ years of proven experience in a supervisory/management role
  • Prior Luxury environment and/or retail experience
  • Bachelor’s/Master’s degree in sales, customer relationship management, marketing, international business or equivalent practical experience preferred
  • Detail oriented
  • Quick learner with the ability to absorb extensive information on our client’s brands’ history, product offerings, and communications/advertising programs and service processes
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs, ability to learn various web-based tools
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and entrepreneurial mindset

 

BENEFITS

Full-Time positions are eligible for healthcare benefits, hotel perks and more.

EEOC

John Paul is an Equal Opportunity Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply

Job Features

Job CategoryConcierge, Operations

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