Team Leader, German Speaker

Cartier

Amsterdam

3 weeks ago

Amsterdam

3 weeks ago

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Team Leader, German Speaker

Team Leader for the Northern Europe market within the Cartier Relations Centre, co-managing and leading a team of approximately 20 multilingual Ambassadors. Responsible for supervising, guiding, motivating, and supporting team development to deliver excellent client service in line with KPIs and Cartier standards.

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Hybrid

Full-time

Mid Level

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

Hybrid

Experience Required

4 years

Employment Type

Full-time

Experience Level

Minimum 4 years of experience in a similar role

Core Qualifications

Soft Skills

people managementcoachingbusiness mindsetclient service focusinterpersonal skillscommunicationorganizedteam playerproactiveproblem solving

Key Responsibilities

•Create an environment focused on trust, open communication, creative thinking, team cohesion and maintaining healthy team dynamics
•Lead, manage, motivate and evaluate the performance of the Ambassadors on all KPI's (performance reviews, appraisals and disciplinary actions)
•Responsible for the planning and scheduling
•Allocate workload to Ambassadors
•Set Ambassador objectives
•Work closely with the team of Quality Specialists who are responsible for monitoring the quality level of interactions with clients across all channels (calls, emails, Facebook and live chat) according to guidelines
•Track all KPI's and producing daily and monthly reports, analysing the results and setting up action plans for continuous improvement
•Support team and individual performance improvement by working closely with the L&D team to develop Ambassadors and ensure that team members have the necessary training to respond effectively to client requests
•Follow up on team members' development (career aspirations, skills to develop, training needs...) in collaboration with the L&D team.
•Deal with escalated cases when needed
•Recognize and celebrate team and team member achievements and exceptional performance
•Organize team meetings (agenda and minutes) and share any cross-functional projects/information shared by the management team - Be the liaison between the Ambassadors and HR, IT, Finance and other departments,
•Ensure that Senior Ambassadors have all the training and information they need to support the team
•Answer calls, emails, social media and live chat when needed and back up Ambassadors in case of emergency
•Participate in the recruitment of new Ambassadors and Senior Ambassadors
•Participate in transversal and other projects.

Team LeaderGerman SpeakerCustomer ServiceRetail Luxury Goods and JewelryMultilingualManagementKPIsClient ServiceCall CenterE-commerce

Key Responsibilities

•Create an environment focused on trust, open communication, creative thinking, team cohesion and maintaining healthy team dynamics

•Lead, manage, motivate and evaluate the performance of the Ambassadors on all KPI's (performance reviews, appraisals and disciplinary actions)

•Responsible for the planning and scheduling

•Allocate workload to Ambassadors

•Set Ambassador objectives

•Work closely with the team of Quality Specialists who are responsible for monitoring the quality level of interactions with clients across all channels (calls, emails, Facebook and live chat) according to guidelines

•Track all KPI's and producing daily and monthly reports, analysing the results and setting up action plans for continuous improvement

•Support team and individual performance improvement by working closely with the L&D team to develop Ambassadors and ensure that team members have the necessary training to respond effectively to client requests

•Follow up on team members' development (career aspirations, skills to develop, training needs...) in collaboration with the L&D team.

•Deal with escalated cases when needed

•Recognize and celebrate team and team member achievements and exceptional performance

•Organize team meetings (agenda and minutes) and share any cross-functional projects/information shared by the management team - Be the liaison between the Ambassadors and HR, IT, Finance and other departments,

•Ensure that Senior Ambassadors have all the training and information they need to support the team

•Answer calls, emails, social media and live chat when needed and back up Ambassadors in case of emergency

•Participate in the recruitment of new Ambassadors and Senior Ambassadors

•Participate in transversal and other projects.