Crc Supervisor Lazio

Crc Supervisor
Roma
Lazio, Lazio

General Role

The Customer Relation Center is in charge of interacting with customers for our 11 Italian Boutiques.

The team's goals include building customer loyalty, providing excellent level of performance both quantitative and qualitative, conveying the values of the Maison, supporting colleagues in the boutiques, and proactively collaborating on business development.

As an ambassador for Hermès, he/she will be committed entirely to the satisfaction of the Maison's end clients.

The CRC Supervisor will assist the team in its daily and operational activities by ensuring compliance with procedures and implementing actions that aim to deliver an excellent service, and taking care of the tracking of KPIs, the call flows and queues management, animating, and sizing the team correctly.

Context

- 11 direct stores in Italy: Milan, Rome, Florence, Venice, Turin, Padoue, Bologne, Naples, Palermo, Porto Cervo, Capri

Main responsibilities

- 1.

Management, supervising and support of the team, the CRC Supervisor:

- Will look after the team by creating a stimulating and positive atmosphere ;

- Will be the person the team will refer to when operational issues (procedures, customer questions/discussion. . . ) incur ;

- Will regularly animate morning briefs in order to convey best practices and give feedback on KPI's ;

- Will oversee the hiring process of new employees and ensure their successful onboarding ;

- Will observe the progress and growth of new employees to decide whether to confirm probationary period ;

- Will prepare and conduct annual performance interviews of each team member ;

- Will establish team goals making sure they are understood ;

- Will ensure the development of their team's skills by listening to individual and collective needs, and give this information to the Customer Experience Manager in order to arrange appropriate trainings ;

- Through listening to calls, will be able to do daily coaching to improve customer interactions ;

- Will inform the Customer Experience Manager in case of problems/concerns by proposing solutions.

2.

Support in customer relationship and business activity, the CRC Supervisor:

- Will be responsible for interacting with customers 25% of the time and for major disputes ;

- Will engage in building trusting relationships with store managers by becoming a branch point of reference for customer support, especially in case of problems related to customer disputes ;

- Will attend meetings with Managers/Store Managers to agree on new or revised procedures ;

- Will participate in sales development and develop the team's sales skills;

- Will ensure that internal procedures are always respected ;

- Will support the team in handling complicated situations with customers, giving appropriate advice ;

- Will write up a summary reports of the managed disputes and importante information;

- Will be proactive in terms of actions needed to improve the relationship with customers ;

- Will follow up on all operations dedicated to clients in his/her perimeter and ensure good implementation (new procedure, clienteling. . . ) ;

- Will handle and manage customer data ensuring compliance with privacy measures (GDPR).

3.

Performance, the CRC Supervisor:

- Will animate and organize the team correctly:

- Will adapt daily planning depending on operational priorities (defining lunch breaks, single task/multitask times, missions, etc. )

;

- Depending on alerts on PureCloud tool, he/she will distribute clients to be recalled among client advisors

- Will track trends in KPIs (pick up rate, wait time, etc. )

process, and implement actions to improve performance

- Tools:

- Knowledge of the tools used, especially call flows and queues management

- Will report on the team's needs in terms of tools improvement and evolution of internal administrative parameters and processes

- Processes and administration:

- Will propose, correct, adapt language translations of different templates/phone messages, communication elements

- Will draft and centralize useful information and documents in the different communication media (Teams, Sharepoint. . . )

Profile

- Management experience of at least 3 years;

- Able to succeed a customer service experience, especially in high-end universe;

- Strong interpersonal and communication skills;

- Comfortable in a dynamic environment, and have a good spirit of initiative;

- Great organizational and rigorous skills, and you are recognized for your versatility;

- Able to share your knowledge and have listening skills and empathy;

- Able to demonstrate commitment and loyalty;

- Able to speak and write fluently in English, a third language would be appreciated;

- Comfortable with computer tools - knowledge of Cegid, CRM Dynamics would be an asset.

About the Hermès Group

Hermès was born in Paris in 1837 as a laboratory of harnesses and saddles for horses: since then, six generations of artisans have explored new crafts, animated by a creative impulse, combined with beautiful and proce