Prada Group Hiring for E-Commerce Client Services Team Lead at New York City Metropolitan Area Full Time

Job Purpose/Summary

We are adding a Team Lead to our growing team. The Client Services Team Lead is responsible for guiding and supporting a team of agents in providing an elevated, luxury experience across different touchpoints including eCommerce, Phone Sales, Client Repairs, and general inquiries. Objectives include managing and coaching the team for performance, guiding the team to achieve KPIs, and training.

Responsibilities

• Leads by example and fosters an environment that puts the client experience at the center and sets the standard for a high-touch luxury service
• Manages and mentors a team of 7-10 client service agents including
• Prepares and uses a holistic set of tools including ing, quality monitoring (call listening etc), and client feedback to deliver regular performance coaching conversations
• Creates team understanding and motivation to exceed KPI for quality and productivity
• Guides each agent to develop their individual potential and organizes the team to balance strengths/weaknesses across the group
• Acts as a support to the team while also building problem-solving skills and guiding agents towards autonomy
• Takes a lead role in administering training for new and seasonal hires, ongoing training and refreshers for policy/procedures, soft skills (selling, de-escalation, problem-solving), client development, or agent development as needed
• Assists in developing and executing strategies that drive client retention and engagement
• Assists and equips the Client Services team with support to provide clients with a resolution for all pre/post-sale inquiries including delivery, returns, repairs, and refunds
• Works to resolve all escalated issues quickly and in a professional matter
• Acts as lead contact with the store operations team in supporting client queries, including complaints, and requests for post-sale assistance
• At times of high contact volume provides direct client support through phone, email, live chat, social network, and SMS

Requirements

• 3-5 years of prior Client Services experience
• Prior managerial experience is required; with strong motivational and people development skills
• Prior experience as a Client Advisor, E-commerce Personal Stylist, or E-commerce Customer Service
• Passion to connect with clients and cultivate personalized relationships
• High level of professionalism, empathy and interpersonal skills
• Excellent verbal and written communication
• Strong organizational, multi-tasking and prioritizing capabilities.
• Proficiency with computers, client services systems and ing including xls
• Conversational fluency in Spanish, Portuguese, Italian, French, Mandarin, etc. a plus and highly preferred
• Flexibility in work schedule

The annual salary range for this position may vary from $70,000 – $80,000, and if applicable, may be eligible for bonuses and other incentive opportunities. The rate of pay offered may vary based on job-related knowledge, skills, and experience.