As a leader in luxury retail in the Middle East, Al Tayer Group’s retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!
About The Role
In this exciting role of Customer Service Executive within Harvey Nichols, you will be responsible for leading a team of customer service representatives to ensure exceptional customer experiences and satisfaction. Your role will involve overseeing all aspects of customer service operations, managing customer inquiries and escalations, and implementing strategies to enhance customer engagement and loyalty. You will work closely with various departments to maintain service standards, train and develop staff, and continuously improve service processes.
What You’ll Be Doing
- Lead and motivate a team of customer service representatives, gift wrap, tailoring providing guidance, training, and performance feedback.
- Foster a positive work culture that encourages teamwork, excellence, and a customer-centric mindset.
- Schedule and manage staffing levels to ensure adequate coverage during peak times.
Customer Relationship Management:
- Manage and resolve escalated customer inquiries, complaints, and issues in a timely and effective manner, ensuring customer satisfaction for both store and online.
- Implement strategies working closely with Commercial team to enhance customer engagement, loyalty, and retention.
- Develop and maintain strong relationships with customers, providing personalized service and addressing their specific needs.
Service Process Improvement:
- Continuously review and improve customer service processes, identifying areas for efficiency and effectiveness enhancements.
- Collaborate with cross-functional teams to streamline processes and eliminate bottlenecks.
- Implement best practices and industry trends to elevate the level of service provided.
- Alignment with MOE customer service team and track MEMO’s circulated by the store, organization or the landlord and ensure that communication is gone to designated teams.
Staff Training and Development:
- Conduct training programs to ensure customer service representatives are equipped with product knowledge, service standards, and effective communication skills.
- Arrange relevant huddles/trainings with the frontline store teams to ensure alignment on all promotions and processes. E.g. Amber Alliance, Alipay, DCC, Gift Wrap, VAT etc
- Coach and mentor team members, providing ongoing support and guidance for their professional growth.
- Monitor performance metrics and provide regular feedback to individual team members.
Reporting and Analysis:
- Collect and analyse customer NPS data, including feedback, trends, and metrics.
- Prepare reports and presentations on customer service performance, identifying areas of improvement and recommending solutions.
- Collaborate with management to establish/maintain key performance indicators (KPIs) and track progress toward goals.
Education/Certification and Continued Education
Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent work experience)
Years of Experience
5 years of experience in a customer service management role, preferably in a luxury retail environment.
- Strong understanding of luxury customer service standards and practices.
- Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Exceptional interpersonal and communication skills, both verbal and written.
- Analytical mindset with the ability to use data to drive decision-making and process improvement.
- Proven ability to handle difficult customer situations with empathy and professionalism.
- Proficiency in customer relationship management (CRM) software and other relevant tools.
To apply for this job please visit altayer.referrals.selectminds.com.