Customer Contact Supervisor (Maternity Cover)

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories.Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them.At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.

YOUR MISSION:

As the Customer Contact Team Leader for Richemont Customer Service in the UK, you will be responsible for managing all inbound and outbound communication for Richemont Customer Service (RCS) and overseeing the follow-up of repairs. You will develop relationships with our B2B customers and internal stakeholders for all questions related to customer service on our full range of luxury products. You will lead a team, manage their workload, and support them in solving difficult cases. You will collaborate with our back office and technical teams to find solutions for our customers, working closely with the Maisons and regional functions.

HOW WILL YOU MAKE AN IMPACT?

1. Customer Contact Team Management:

• Lead, manage, and motivate the Customer Contact Team to deliver a great customer service experience.
• Manage the organization and performance of the team.
• Manage workload and support the team in solving difficult cases.
• Recruitment, training, and development of team members.
• Review and monitor various Key Performance Indicators (KPIs).
• Identify and monitor continuous improvement projects to enhance team efficiency and customer experience.
• Respect team operating rules (absence, hours, remote work).
• Participate in the team’s “morning briefing.”

2. Customer & Stakeholder Relationship Management:

• Manage the relationship with B2B customers, Richemont Maisons (local & HQ), internal boutiques, and our European customer relation centre.
• Manage all communication with various stakeholders (B2B, manufacturers, Maisons).
• Guarantee the link between Maisons/manufacturers and our team (regular visits and calls).
• Answer B2B & internal customer requests about customer service and spare part orders by ensuring the application of Brand Policies.
• Work very closely with other colleagues on the platform, in particular other managers/supervisors, to deliver the best possible service and further enhance the current service level.

3. Repair & Spare Parts Management:

• Manage the repairs portfolio.
• Follow-up on cost estimates.
• Anticipate and communicate repair delays to our customers.
• Follow-up of repairs that are sent to Manufactures/subcontractors.
• Follow-up of files awaiting quote approval. Accept quotes and process rejected quotes.
• Processing and follow-up of repairs sent to subcontractors: portfolio tracking and updating.
• Respond to all repair-related requests (quote content, price, deadlines, delays, etc.).
• Monitor and communicate the repair completion date based on information from regional spare parts operations, workshops (internal and external), manufacturers, or subcontractors. In case of delay, contact customers and provide a new repair completion date (KPI based on the 1st date communicated to the customer).

4. Issue Resolution & Escalation:

• Manage customer claims and escalated difficult cases to management or to our local brands/stakeholders.
• Escalate difficult cases to local/central brands (repairs invoiced under warranty, multiple warranties, product exchange…)
• Handle counterfeiting and theft cases.
• To investigate and analyse root causes of client escalations and discuss with the relevant departments, identifying corrective and preventative actions.

5. Cross-functional Support:

• Provide support to various platform teams as needed, as reported by management.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Strong and demonstrable experience within Customer Service/Hospitality, including handling higher-level complaints.
• Ability to communicate with external and internal clients at all levels.
• Excellent communicator with a professional and calm approach at all times.
• Strong client focus mindset & solutions driven mentality.
• Personable phone manner.
• Ability to manage and develop a team.
• Strong team spirit.
• Ability to work efficiently under pressure and to tight deadlines.
• Strong autonomy, efficiency, and rigor.
• Flexibility and open to change.
• SAP knowledge is an advantage.

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