Inhouse Customer Service Manger - Paris, France - Vestiaire Collective

Vestiaire Collective

Entreprise vérifiée

Paris, France

il y a 1 semaine

Posté par:

Sophie Dupont

beBee Recruiter

Description

Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion.

Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement.

Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.

We currently have a diverse global team of 800 employees representing more than 50 nationalities. Our values are community, activism, transparency, dedication, and greatness. We are proud to be a BCorp.

About the role
Vestiaire Collective is seeking an
Inhouse Customer Service Manager (H/F/D) , reporting into the VP of Customer Service.

In this role, you will be responsible for leading a team of Expert Agents and ensuring that they meet their targets.

As this is a high-visibility, high-impact position within the Customer Service organization, you will be a key player in the company's success.

What you will be doing:

Your responsibilities will focus on three key areas:1) Operation Performance

Lead escalated and/or complex cases investigations, including Social Media and resolve the issues.

Be Proactive in identifying and resolving issues before they escalate.

Deep dive into customer problems, analyze customer contact history and determine root causes of issues.

2) Process Improvement / Project Management

Create and document Expert Agents processes to efficiently handle escalations and ensure our playbook is up to date.

Initiate and lead Inhouse Customer Service initiatives to improve performance by revamping SOPs and empowering agents

3) People management/development

Provide leadership and guidance to the Inhouse Customer Service team.

Assess team member's skills, performance, and productivity to identify areas for improvement and create individual or group development plans.

Ensure that everyone on the team reaches their maximum potential.

Who you are:

You have at least 7 years of experience at a Manager Level in Customer Service

You have led and managed teams in an international and/or multilingual multichannel environment. and have worked with policy, legal, public relations, or similar teams.

You possess excellent communication skills, written and verbal.

You have an excellent level of English both written and spoken, fluency in French, knowledge of another language is a plus

You are detail oriented and have a systematic, analytical approach to issue handling

You are customer obsessed and have a strong commitment to providing exceptional service.

And last but most importantly you have a willingness/excitement about working in a fast-paced, but sometimes intense, rapidly expanding company.

What we offer

A meaningful job with an impact on the way people consume fashion and promote sustainability
Flexible work possibilities
The opportunity to do careerdefining work in a fastgrowing Frenchborn scale up
The possibility to work as part of a globally diverse team with more than 50 nationalities
Two days to help Project reinforcing your activist journey and volunteer for an association
Significant investment in your learning and growth
Competitive compensation and benefits package
As full member of our entrepreneurial project, you will be eligible to free shares

**Vestiaire Collective is an equal opportunities employer