Team Lead

Responsibilities

• Lead and coach a team of ambassadors to achieve and exceed sales targets, KPIs, and SLAs.
• Act as the first point of contact for ambassadors and an expert in systems, processes, and procedures.
• Drive sales through professional inbound and outbound client interactions via phone, email, chat, and social media.
• Handle escalated customer inquiries in a timely, professional, and engaging manner.
• Oversee CRC After Sales inquiries and processes in partnership with the After Sales NYC Team.
• Monitor employee performance and provide coaching on systems use and service excellence.
• Partner with management to monitor team KPIs and identify necessary resources or training.
• Cultivate client relationships through exceptional service and effective clienteling plans.

Requirements

• Bachelor's degree.
• 2+ years of experience in a contact center or customer service environment.
• Proficiency in Microsoft Office.
• Experience with Salesforce, CRM, or comparable email and chat systems.
• Knowledge of SAP.
• Strong communication, problem-solving, and negotiating skills.
• Ability to display maturity, poise, and sound business judgment.
• Flexibility to work holidays and ability to travel as required.

Benefits

• Comprehensive medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Income protection including life insurance and disability benefits.
• 401(k) with employer match.
• Paid time off and wellness reimbursement benefits.
• Access to an employee assistance program.
• Volunteer days off to support local communities.

About the Company

Van Cleef & Arpels is a High Jewelry Maison with a strong heritage, promoting exceptional know-how in an enchanting and creative environment. As part of the Richemont Group, we value diversity, inclusion, and the continuous development of our talented experts.