About the job
Customer Services Team Lead is responsible to achieve the Qualitative and Quantitative Service Level goals which supports our business in Mexico. This role will proactively coach, motivate, develop and train the team to ensure the successful execution of daily operations, ensuring the highest level of client experience is delivered and all KPI´S achieved.
The Team Lead is responsible for further developing loyalty of the client and promoting the image, the brand and the products of Louis Vuitton. Supervise the day-to-day activities of Client Advisors/ Client Services in charge of handling contacts from LV customers (phone calls, WhatsApp, emails, and chat). Assisting the team handling a complete range of calls when needed, including (but not limited to): product inquiries and sales, fielding calls for connected store services and associates, store information or location, after sales service support, policies, customer service issues, for all country language queues assigned.
Building meaningful relationships with customers from first approach and enhancing customers’ experience through personalized service, active listening and effective problem solving while keeping a consistence elevated language.
To be successful in this role we are looking for a 3-to-4-year experienced leader. Exceptional verbal and written communication skills in all languages supported. Both Spanish and English are required. Retail background and experienced in luxury customer service with the ability to learn quickly and maintain high performance level in a fast-paced environment. Able to work autonomously, rigorous, detail-oriented, able to handle high volume and multi-task workload. Commercial mindset, Customer focus, Integrity and trust, Building Effective Teams, Drive for Results, Motivating Others, Managing Diversity, Managerial Courage, Composure, Priority setting, Dealing with ambiguity, Functional/technical skills, Timely Decision quality and Problem Solving. Efficient use of key systems i.e., Salesforce, ATG, Microsoft Office products, Excel, Genesys, My Repair, UPS, etc.
Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce. All your tasks are not limited and/or restricted to this job description. You must comply with any reasonable requests from your manager to perform any other duties to fulfill your role´s requirements.