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For our world renowned Client in the luxury industry, we are recruiting: Quality Officer – Customer Relations

Our Client is globally renowned for delighting clients by crafting luxury experiences with every interaction. You will be an ambassador and ensure that the service delivered is the same high quality client experience in these channels as in their boutiques.

Our Client’s customer relations department is a global center of excellence that is redefining luxury customer service.

The successful candidate is trilingual: French & English plus another language such as Dutch, German, Portuguese, Russian

Reporting to the Quality & Training Manager, you will be responsible for defining the quality system of the Customer Services department, optimising and improving it by implementing methods and procedures.

You will be the guarantor of the quality of the customer service provided to the Maisons in line with the standards of the group.

You will be responsible for:

– Defining, analysing and implementing the customer service quality policy,

– Developing quality evaluation grids for all contact media (call, email, chat, etc.) in line with the Maisons’ expectations,

– Training the management teams on the quality system in place,

– Conducting calibration sessions to standardise evaluation methods,

– Analysing the quality results,

– Preparing and defining monthly quality reports for each advisor, Maisons and contact media,

– Defining the achievements and areas for improvement,

– Defining a retro-planning of the advisors’ skills development,

– Developing and conducting personalised coaching sessions,

– Regularly monitoring the progress of quality,

– Monitoring the customer satisfaction of our Maisons

– Organize listening/calibration sessions with the Maisons,

– Understand the expectations of the Maisons and define the areas for improvement,

– Regularly communicating the quality results of the customer service,

– Contributing to the expertise of the customer service,

– Keeping an eye on new methods of steering and monitoring quality.

Your Profile:

– With a higher education background, you hold at least 5 years of successful experience in the field of quality within a customer service department.

– You must have skills in project management and process definition.

– Results oriented, you master the main KPIs of customer service.

– You are motivated by customer satisfaction and you are a driving force.

– You have a pronounced taste for multicultural environments and you are bilingual in French and English + other language (Dutch, German, Portuguese, Russian…)