Summary
Lead and coach a team of online client service agents in a luxury digital environment to drive service quality, sales performance, and operational excellence while upholding brand standards. Responsible for performance management, KPI tracking, escalation handling, and cross functional collaboration to improve processes and tools.
Responsibilities
- Lead motivate and support a team of online beauty consultants to achieve service sales and performance targets
- Conduct regular one on ones team huddles and performance reviews with leadership
- Set expectations monitor productivity and provide coaching and feedback
- Track and analyze team KPIs including response time customer satisfaction and resolution rates
- Identify training needs implement improvement plans and support onboarding of new agents
- Manage daily workflow schedules and resource allocation to meet service level targets
- Handle escalated customer issues ensuring timely satisfactory resolution
- Prepare and deliver team performance reports and actionable insights to leadership
- Collaborate with cross functional teams to improve tools processes and identify trends for escalation
Requirements
- Proven experience managing client service teams with understanding of customer service workflows
- Background in luxury or cosmetics with experience serving high value clients
- Proficient across phone email chat social messaging and video channels
- Strong commercial mindset with ability to support product selection and drive conversions
- Excellent communication storytelling and writing abilities
- Ability to coach a team to deliver luxury service standards consistently
- Tech savvy with ability to use and adapt to multiple digital tools
- Demonstrated resilience sound judgment and solutions focused approach
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