Customer Care – Team Lead II Full Time

Customer Care – Team Lead II Jobs in Dubai, UAE

Customer Care

• Ensure your team delivers an outstanding customer experience to every customer contact via any offered communication channel (phone, email , Social Media etc…)
• Identify ways to be creative and personalise the experience of every customer, whenever possible – especially for our VIP customers.
• Liase with the brand teams on priorities, both operational as well as continuous improvements
• Carry out a thorough brief with the advisor on a daily basis at the start and end of each shift to ensure that any follow up given, have been actioned. Check the understanding of any new procedures or brand updates with the advisor.
• Ensure your team motivated and focused to deliver exceptional performance against all KPI
• Identifying coaching & training needs through call monitoring, emails audit and more, ensuring that areas of development are addressed and followed up.
• Collaborate with Level Shoes store and head office teams, find ways to create sense of belonging to the level shoes brand for your team. Introduce exploration days, attend meetings etc
• Ensure all communications are aligned with the Level Shoes Tone of Voice
• Understanding of touchpoints across the entire customer journey in order to identify gaps and come up with innovative initiatives.
• Report positive and developmental areas across the touchpoints to the management and stakeholders.
• Maintain regular reports showing case trends, improvements and key focus areas.
• Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.

Systems & Procedures

• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Communicate company policy to customers as necessary and observe at all times.
• Ensure to keep client confidentiality and company policies for data protection and security at all times.
• Ensure that the in-house processes and procedures are adhered to at all times
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.

What you’ll need to succeed

• Previous E-commerce experience, preferably in a luxury retail environment
• Experience managing a team in customer services environment
• Strong written, verbal and presentation skills
• Able to demonstrate a high level of technical ability and must show an affinity with the luxury consumer
• Customer Centric Approach
• Ability to achieve results through influence and problem solving
• Experience leveraging data insights to improve customer experience
• Continuous improvement experience, project management, creativity all a bonus
• Bilingual fluency in Arabic and English is mandatory