Posted:2 days ago|
Platform:
On-site
Full Time
Oversee all customer service operations for international markets across multiple channels (email, chat, social, and other platforms).
Ensure all interactions reflect the tone, attention to detail, and care expected of a luxury brand.
Personally manage escalations, VIP clients, and sensitive cases with discretion and professionalism.
Lead, coach, and motivate a high-performing support team.
Conduct regular team meetings, one-on-one check-ins, and performance reviews.
Maintain a positive, service-oriented team culture that aligns with brand values.
Ensure team product knowledge is up-to-date through regular training sessions.
Manage team scheduling to ensure appropriate coverage across time zones, weekends, and peak seasons.
Plan and maintain monthly rotas and shift calendars.
Coordinate leave requests, absences, and back-up coverage to maintain SLA compliance.
Define and track Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for all support team members.
Monitor metrics such as response time, resolution time, ticket backlog.
Generate weekly/monthly reports for leadership and make data-driven recommendations for improvement.
Identify recurring issues and work with tech, logistics, and product teams to resolve root causes.
Collaborate with e-commerce, warehousing, and fulfillment partners to ensure a seamless post-purchase experience.
Recommend and help implement tools or process changes to improve efficiency and service quality.
Excellent English communication skills—written and verbal (other languages a plus).
Calm, solution-focused, and proactive in high-pressure or high-value client situations.
AMPM
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