Christian Dior Client Services Team Lead

Christian Dior Couture is a prestigious luxury fashion brand known for its high-quality products and exceptional customer service. The company operates globally, offering a wide range of fashion and leather goods.

1. Handle and resolve complex customer cases escalated from Client Advisors.
2. Provide guidance in resolving customer issues following defined processes.
3. Act as the subject matter expert for case management and brand standards.
4. Oversee, monitor, and optimize daily workflow to achieve SLAs and KPIs.
5. Analyze and communicate daily workforce management metrics.
6. Communicate and resolve issues in partnership with other CSC team members.
7. Recommend new approaches to address customer concerns.
8. Provide a positive customer experience incorporating core brand values.
9. Develop and maintain brand awareness, product knowledge, and systems expertise.
10. Achieve and exceed sales goals and planned KPIs.
11. Ensure detailed and accurate records for each client.
12. Develop excellent working relationships within the Dior network.
13. Follow all Health and Safety regulations.
14. Assist with ad hoc tasks or projects as assigned.

1. Minimum of 1 to 2 years of experience in customer service, preferably in luxury retail, hotel, or concierge businesses.
2. Ability to work a varied schedule including nights, holidays, and weekends.
3. Fluent in English; proficiency in Spanish, French, Portuguese, or Mandarin is a plus.
4. Proficient in Microsoft Office Suite.
5. Luxury Contact Center experience is a plus.

1. Outstanding written and verbal communication.
2. Customer-first mindset.
3. Strong analytical problem-solving skills.
4. Clienteling skills.
5. Natural leadership skills.
6. Highly motivated and energetic.
7. Collaborative spirit and sense of responsibility.
8. Ability to maintain a professional demeanor in high-pressure situations.
9. Ability to adjust priorities and adapt to new strategies.

Minimum of 1 to 2 years of experience in customer service with increasing scope or responsibility.

Hybrid working mode.

The position is based in Jersey City, New Jersey, within a dynamic and fast-paced Client Services Center. The company values a collaborative and customer-focused environment.