GUCCI GROUP WATCHES AND JEWELRY Customer Service Supervisor

Job description

Summary
Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.

Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Job Description

Role Mission

To supervise the day to day operations of Gucci Group Watches and Jewelry (GGW) Customer Service and provide a friendly and positive attitude, excellent communication skills, active listening skills, lead and motivate the team to ensure they are giving the best customer service.

Key Accountabilities

·  Supervise customer service (wholesale and aftersales) team;
·  Collaborate with management to improve customer service policies, procedures, performance and productivity;
·  Assist with staff recruitment/training and yearly appraisals;
·  Monitor calls, team performance, projects and efficiency of employees;
·  Handle complaints, and ensure customer issues are quickly resolved, in an effort to continue to improve customer satisfaction;
·  Constant interaction with Watchmakers/Evaluator/Part Coordinator;
·  Provide monthly reports;
·  Interact with Switzerland on product knowledge;
·  Work with the GGW sales team;
·  Point of contact with authorized service centers in US and Canada.

Key Requirements

·  3-5 years' experience in call center and aftersales operations;
·  Possess a positive attitude, and the ability to work independently in a fast paced environment;
·  Excellent organization, problem solving and follow up skills;
·  Self-starter and strong team player;
·  Effective oral and written skills;
·  Proficient in English (English & Spanish preferred, but not required);
·  He/she should be flexible and goal oriented;
·  Able to investigate, analyze and solve problems in a timely manner.

EOE M/D/F/V

Job Type
Regular

Start Date
2019-01-01

Schedule
Full time

Organization
Gucci Group Watches Inc