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Customer Service Manager

País : Brasil Brasil

Estado : São Paulo

Estado/Distrito : São Paulo

Cidade : SÃO PAULO

Categoria : Comercial/ Vendas

Tipo de contrato : Efetivo

Tipo de emprego : A tempo inteiro

Descrição do cargo

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All. **Operations Team ** We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world. **São Paulo Office** Our São Paulo office is located in the heart of the city, a region full of cultural spaces and history. The office houses several different teams, from Operations to Technology. We have an auditorium where we can host presentations, lectures and fun activities! The Role You will be responsible for a large and complex (multi-tiered, multi-channel) team of Customer Service Supervisors and Advisors and will work closely with the Director of Latin America Operations as well as with the Global Service Excellence team on service strategy and execution to promote operational excellence and deliver really demanding service levels to worldwide luxury customers, with a strong focus on the Brazil, Mexico, and the other Latin America markets, such as Colombia, Chile and remaining countries we deliveries.

What You'll Do

- Service Execution & Delivery - Execute our global service strategy, ensuring SLA's and quality standards are achieved (operational excellence); - Organize the team and processes to deliver the expected results ( we designed and approved customer experience, including tone of voice and guidelines), on time and within budget; - Provide leadership for the team by inspiring them with the company's service vision, setting clear objectives, and motivating them to deliver the best level of service; - Lead, coach, develop and train the Customer Service Supervisors, creating a high-performing service team and instilling a culture of high standards of service, aligning the team to the internal expectations of CS supervisors and advisors; - Act as the final point of escalation for the team, for Brazil, Mexico, and LatAm customers or IT-related issues; - Work with workforce analysts to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks; - Work closely with other global CS Managers to ensure consistency of service (in terms of customer experience & CS performance); - Support the Customer Service Supervisors to recruit, train and develop Customer Service Agents to ensure knowledge and skill-set growth; - Develop and implement a succession plan that allows for business growth and continuity for the CS team in Brazil and Mexico.

- Identify key areas for improvement in terms of the standards of service, current policies, operative model, etc. - Propose projects and initiatives to tackle areas for improvement; - Analyse business strategy and define initiatives to cascade effectively in customer service; - Propose and implement improvement strategies and operative model changes, leading effective operational implementation projects inside customer service organization and managing other interested parties wisely (tech, continuous improvement, service design, etc);Track and report on the success of change and adjust course when needed; - Partner with the global management team to implement tailored policies, procedures, technical improvements, and training programs; - Act as liaison and point of contact for other departments to ensure a customer-focused approach to business initiatives;

Who you are

- Experienced leader and manager of an operations team in customer service, in the luxury and fashion industry; - Fluent English; - An effective leader that commands respect and instills a culture of excellence; - Able to work under pressure in a fast-paced environment and lead others to do the same; - Able to make sound business decisions with a strong sense of urgency and rally teams to execute swiftly; - Able to manage and organize a team from a performance as well as development perspective; - Able to work across all levels within an organization with a collaborative approach; - Understanding our culture and organizational design and being able to influence other teams in different regions (e.g. Product, Technology); - Passionate for providing exceptional customer service to customers; - Capable of analyzing a problem, making a sound data-based diagnostic, and proposing solutions (e.g, changes to the operative model, IT improvements..); - Business acumen drove with the ability to pivot quickly according to business needs and to manage change with confidence; - Critical thinker, analytical, data-driven decision maker, results-oriented; - Previous experience with the service tools: Salesforce, Talkdesk, Looker, Calabrio, and/or Pro scheduler (desirable); - Knowledgeable and experienced in e-commerce; - Acquainted with luxury fashion and brands (desirable); - Some technical background or experience in tech/digital projects; - Flexible in schedule; - Limited international travel may be required; - Spanish intermediate.
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