Reference code: JR113621
我们是谁？
作为传承悠久历史的高级珠宝世家，梵克雅宝崇尚在充满魅力和创意的环境中追求卓越的专业技术；
世家正在广募英才，寻觅勤勉认真、毫不妥协，专注于提升和传播专业知识的优秀人才；
在梵克雅宝世家，您将与满怀激情的行业专家们共事合作，助力世家不断革新；
梵克雅宝以支持多元文化背景为荣，聘请不同背景、经历和身份的优质人才。
世家坚信，当我们充分接纳并支持各类不同的经历与背景时，创意与知识便能自由绽放与翱翔。我们将一如既往，竭力打造一个和谐互补的世家团队。
Are you a good match? The ideal candidate for this role is required to have a bachelor’s degree with 2+ years in contact center/customer service environment. The candidate should be able to display a high level of maturity, poise, and sound business judgement to work with clients. The candidate should be able to learn and use multiple applications and systems, including Microsoft Office; Salesforce, CRM, or other comparable email and chat; SAP knowledge. What are we expecting from you? The Team Lead at the Client Relations Center is responsible for modelling the way while achieving/ exceeding sales, KPIs, SLAs, and deliver an exceptional service experience to all internal and external customers. This person will be the first point of contact for the ambassadors and also an expert in systems, processes, and procedures. They ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to support and motivate the team. Using effective communication skills, the Team Lead must liaise with Management effectively to achieve sales targets, as well as operational and service excellence of the Maison. In this role, you will: • Drive sales through professional and courteous client interactions. Handle all inbound communication and greet all customers in a timely, professional and engaging manner. Comfort with outbound communication to continue client relationships. • Provide written/verbal responses to customers’ inquiries via Phone, Email, Chat, and Social Media, modeling our service expectations in each conversation. • Lead on contacts which must be escalated; handling all cases in a timely, professional and engaging manner. • Coach team ambassadors in performance & systems use (in collaboration with CRC management) • Lead team on CRC After Sales inquiries, processes, and resolution, while partnering with the After Sales NYC Team for exceptional requests. • Stay abreast of launches, campaigns, and internal processes to support the team answering a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries. • Partner with Manager to determine, communicate and monitor individual and team KPI’s to further success and, proactively request resources (tools and trainings when needed. • Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments • Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.) Internal/ External Client Relationship Management: • Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with Manager and team to develop and execute new ways to elevate client experience. • Consistently seek new product, service, and operational knowledge to act as an expert for the CRC and the Maison • Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects • Uphold the Van Cleef & Arpels standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor • Create a positive and productive working environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone • Display strong selling and negotiating skills; overcome objections, provide reccomentations, and ask probing questions to close sales and gain and understanding of client needs and motivations • Hours subject to change • Flexibility to work holidays • Ability to travel as required More than a role…we recruit for a career! By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition. Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how as well as trainings about our creations. The recruitment process: Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience. Richemont offers a generous compensation and benefits package for eligible employees. We Offer: Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.
