Sephora Customer Service Coordinator

São Paulo Brazil

Tuesday, February 4, 2025

Sephora, a distinguished leader in the luxury cosmetics retail sector, is renowned globally for its innovative approach and commitment to excellence. As part of the prestigious LVMH group, Sephora offers unparalleled opportunities for growth and success, fostering an environment where creativity and dedication are paramount. Joining Sephora means becoming an integral part of a storied legacy and contributing to the future of beauty.

1. Monitor and analyze call center performance indicators, including First Call Resolution (FCR), Average Handling Time (AHT), Average Idle Time, Occupancy Rate, Abandonment Rate, and Service Level to ensure alignment with established objectives.
2. Collaborate with training and quality departments to request, track, and ensure the development of materials that meet operational needs, promoting continuous team development.
3. Closely monitor the Customer Satisfaction (CSAT) metric, analyzing service operation results and proposing improvement actions to enhance customer satisfaction.
4. Oversee brand reputation on the Reclame AQUI platform, analyzing performance indicators and implementing corrective or preventive actions to improve customer perception.
5. Implement and coordinate team management methodologies to foster continuous team growth, professional development, and engagement to achieve optimal results.
6. Actively participate in strategic meetings with management, presenting performance results, highlighting improvement opportunities, and proposing strategic actions based on data analysis.

1. Previous experience in team coordination.
2. In-depth knowledge of call center KPIs and training and monitoring tools.
3. Analytical skills and strategic vision to propose improvements in service operation flow and customer journey.
4. Strong communication and teamwork abilities.
5. Familiarity with the Reclame AQUI platform and its management.

1. Analytical thinking
2. Strategic planning
3. Team leadership
4. Effective communication
5. Customer satisfaction management

Previous experience in coordinating a team within a call center environment is required.

Sephora is committed to providing equitable opportunities for all, celebrating diversity, and fostering an inclusive and respectful workplace environment.

Sephora prides itself on its inclusive and diverse workplace culture, where every individual is valued and respected. The company is dedicated to creating an environment that encourages innovation and collaboration, ensuring that all employees have the opportunity to thrive and contribute to the brand's success.