TPG Staffing LLC is a leading national staffing agency based in New Jersey providing businesses and job applicants with quality opportunities in a wide range of industries. We believe in getting the right person for the right job and the right job for the person. We work closely with our clients to build relationships based on understanding the key drivers of their businesses and the talent required to meet their business goals while providing job seekers with rewarding experiences to enrich their careers.
Our client, a global leader in luxury products, is seeking an E-Commerce Customer Care Manager to join its growing team. In this customer service and eCommerce role, you will manage a group of 10-15 Client Advisors and will be a primary contact by phone, email, or online chat for customer inquiries.
Main Responsibilities:
- Team Management / Monitoring: *
- Provide close management to the team, accompanying Brand Ambassadors on the field to combine performance, excellence, and motivation in order to meet the Brand's expectation
- Ensure proper attitude, behavior, and respect for ASM and the Brand's policies
- Select, review and debrief several incoming calls/emails/chats per month with Brand Ambassadors
- Manage the team's schedule of activities and services; monitor lateness/attendance of team and update the schedule
- Closely monitor the quality of information logged in the systems (calls, chats, emails)
- Act as a mentor and leader to a high standard Maintain customer service and reach objective KPIs
Reporting: *
- Prepare, debrief and send daily and monthly reports based on the team's performance (qualitative and quantitative) by KPI's and calls reviews
Job Requirements
- Minimum of 5 years of customer service in the luxury retail/ cosmetic industry with at least 3-year in a managerial position; Experience in e-commerce is preferred
- Advanced computer skills especially in Excel
- Proven experience managing a team of 5+ brand ambassadors through coaching, training, and KPI's analysis
- Effective verbal and written communication skills and excellent phone etiquette and elevated speech
- A passion for luxury fashion brands and the ability to share with your team
- A real passion for excellence and the desire to provide the best customer service to our customers
- Bachelor's degree is preferred
- Flexibility to work on the evening shift (1pm-10pm) and work on weekends when needed
The above requirements and qualifications are meant to describe the general nature of the position and do not represent all duties to be performed by the selected candidate. Please note that only candidates who are under consideration for the position will be contacted. EOE