CLIENT SERVICE MANAGER - 9 MONTH FIXED TERM CONTRACT

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Detail information about job CLIENT SERVICE MANAGER - 9 MONTH FIXED TERM CONTRACT. Terms and conditions vacancy

Chanel is synonymous with luxury defining style, quality and excellence worldwide. With incomparable growth in recent years, continued success of the Chanel Australia business relies on our inspired, motivated and innovative employees to take ownership of not only the success of the business, but to take pride in their own personal success story.

We are currently seeking to recruit an experienced and dedicated Client Service Manager, to join the Client Service Team based at our Eastern Creek Distribution Centre for a fixed term contract of 9 months. 

You will research, recommend, implement structure, systems & processes and manage staff in the After Sales Department and Client Services Contact Centre. In addition you will ensure that the CHANEL exceptional customer service standards are adhered to whilst building and maintaining a positive and motivated contact centre.

Your main areas of responsibility will include:

• Operations Management of the Client Service Centre, preparing performance reports and presenting this senior leadership
• Conducting training build knowledge and skills across all 3 Divisions and conducting call evaluations weekly
• Managing quality alerts and the functioning of the After Sales Department for all Boutiques and adhering to the service level agreement
• Establishment of various repair KPI reporting and communication on quality issues/concerns both internally and internationally
• Manage the After Sales ordering of spare part inventory, forecasting of spare parts, monitoring spare part inventory & stock discrepancies
• Working alongside the Global and Regional After Sales Service Departments and the Client Care Community to ensure best practice and achieve aligned service levels
• Directly handle escalated Client complaint cases and sensitive enquiries and support the Client Service Specialist in liaising with cross-functional partners to determine best outcome
• Analyising trends of call volumes and reasons to drive a continuous improvement on ideas to ensure the Client Service Centre is a true representation of our brand
• Implementing the correct resource plan for the contact center to ensure there is sufficient coverage to support the needs of the business.

This role will require you to be responsible for managing strong relationships between the organisation to assist in implementing a Customer Service Policy for the company to ensure an aligned message is communicated to clients, and a high level of luxury service is experienced.

Ideally, you will possess the following attributes;

• Ability to analyse performance and identify areas for Client enhancement and improvement
• Strong analytical and problem solving skills
• People management experience in a contact/call centre environment
• Strong communication and presentation skills, both written and verbal
• Ability to manage relationships and expectations on various levels
• Ability to multitask and priortise
• Experience in resolving high level cases
• Intermediate proficiency in Microsoft Office products including Word, Excel and PowerPoint

Chanel believe in fostering the career growth of their employees by rewarding them with the opportunity to develop their own careers within the organisation. Excellent training and development will be provided to you as you join Chanel Australia, allowing you to develop your skills and become the very best in the industry.

If you believe that you have what it takes to join the Chanel team and add value to our unparalleled heritage and unique position in the luxury market place, the please "APPLY NOW"