GUCCI Customer Service Supervisor (Timepieces and Jewellery)

Job description

Summary
Gucci is one of the world's leading multi-brand luxury goods companies. Through Gucci and other brands, the Kering group enjoys continued worldwide success in the Luxury Fashion Timepieces & Jewellery industry. Founded in Florence in 1921, Gucci designs, manufactures and distributes highly desirable products such as leather goods, shoes, ready-to-wear, silks, timepieces, fine jewellery and fragrances. Gucci products are sold exclusively through a network of directly operated boutiques and a small number of selected department and specialty stores. Combining modernity and heritage, innovation and Italian craftsmanship, the house of Gucci is able to position and communicate the brand's exclusivity and value in the global market.

Job Description

We are currently seeking a Customer Service Supervisor who will report to the Customer Service Manager as part of our Luxury Timepieces team.

Your opportunity

You will supervise the call traffic, processing of customer orders, repairs and resolving escalated issues. A strong customer focus with ability to allocate resources, analyse and size tasks, be flexible whilst adhering to procedures.

How you will contribute

·  Supervise customer orders, repairs received via various channels, supervise call distribution within team
·  Work cross functionally with Sales team and operations
·  Contribute to ongoing process improvements, identify best working practises
·  Prepare reporting to support department
·  Lead and motivate a team of four Customer Service Coordinators; discuss / assert objectives and monitor KPIs
·  Ensure each coordinator understands fully their duties; provide feedback to ensure that policies and procedures are followed
·  Prioritize tasks and assign duties according to business needs.
·  Deal with varying complex customer situations in a consistent and professional manner
·  Support Customer Services manager and deputise when necessary
·  Escalate issues where necessary, communicate cross functionally
·  I.T Literate – navigation around a logical ERP system (M3)
·  Perform ad hoc tasks when necessary

Who you are

·  A hands on, friendly professional attitude is essential
·  Excellent Communication Skills, professional and friendly
·  Team player, able to listen and motivate team and contribute to a positive environment
·  Able to make decisions and escalate where necessary
·  Act and conduct matters with integrity both internal and external in line with brand values
·  Work with alacrity and diplomacy
·  I.T Systems literate, able to navigate around an ERP system
·  Previous supervisory experience a bonus
·  Previous experience in similar field / luxury environment ideal

Kering   is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background. 

Job Type
Regular

Start Date
2019-10-17

Schedule
Full time

Organization
Luxury Timepieces (UK) Limited