Customer Service Supervisor

Bulgari Horlogerie SA

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Customer Service Supervisor

Founded in 1884, Bulgari's name has today become emblematic of Italian excellence. Perfectly blending tradition and modernity, Bulgari uses its rich history to inspire audacious designs and produce truly colorful creations making us unique. Internationally renowned, from our roots in jewelry and watches we have branched out into accessories, perfumes and luxury resorts. Excellence, enthusiasm and passion are the chemistry of everything we do. In order to strengthen our After Sales Services (AFSS) d epartment based in Neuchâtel , we are recruiting a talented Customer Service Sup ervisor After - Sales Watch (French / English) Reporting directly to our AFSS Customer Service Manager , you contribute to the enhanc e ment of our client satisfaction and ensure that we reach the high est level of service and excellence in our reparation centers. Supervising a team of five customer service coordi nator s , you implement, develop and improve our processes to support BVLGARI in a high performance of ser vice and reliability on customer deliveries. Accountabilities Leading the empowerment of our customer satisfaction, you coordinate and support the customer service team to optimize the request . M easuring the service performance , you organize daily the te am planning and manage the repair volumes accordingly to the workshops workload. In direct contact with the clients , you answer to the customer requests, and investigate their issues personally for long - standing problems with support of the logistics manager and technical support . You follow - up our services on the defined delivery - time and cost targets and communicate timely to the customer. You keep track of all issues related to customers' order to the final delivery (pricing issues, repair availability, shipments). Aiming to enhance our level of service, you define and promote new customer service procedures, policies an d standards, to support the delivery of a high standard quality of customer service. As a client ambassador, y ou develop training materials for worldwide customer service centers and organize the training with the teams . Always paying attention to the customer satisfaction, y ou measure the improvement of our services b y working closely with the AFSS, technical and sales department s to set - up KPIs (service level, estimate acceptation rate) and set corrective actions accordingly. Qualifications / Professional Capabilities Y ou have minimum 5 years' experience in a Customer Service department, preferably in the luxury watch industry. A previous experience in managing an After Sales Services sector would be an advantage. Driven by client satisfaction, you are use d to implement new processes in a complex international environment and to mobilize and motivate the team to reach excellence. You use easily Microsoft Office suite and have str ong computer sk ills, SAP is an asset . Finally, you are fluent in French , English and any other language is an advantage. Customer oriented and flexible , you strive for excellence and continuous improvement for the department. Proactive, y ou plan the organization to achieve set objectives and you are dedicated to meeting expectations and requirements of internal and external customer. Your excellent communication and negotiation skills allow you to perform in your daily activities and you are dedicated to clients a nd maintain effective relationship with customers. Thanks to your team spirit, you can build strong links within the team and create a positive and harmonious work environment.

Département RH Rue de Monruz 34 2000 Neuchâtel