Customer Service Supervisor

1 day ago

Singapore LVMH Full time

**Poste**

We offer you an exciting opportunity to work in a dynamic and stimulating environment, allowing you to experience exceptional products of high-end watchmaking in the largest luxury group in the world.

As the Customer Service Supervisor, you will be given the empowerment to make decisions and work with passionate specialists in Singapore and across the world. You will report to the Service Manager and be in charge of supporting, guiding and developing the customer service and spare parts team.

You play an integral role in ensuring repair follow-up operations and Call Center and ESAV are managed according to Company policies. You will work closely with the Workshop Supervisor to conduct troubleshooting and be the representative of LVMH W&J Division with our customers, boutiques and external partners (retailers). You are also responsible of the management of Spare Parts inventory, which includes liaison with the respective HQs in Switzerland.

**Main Duties**

1. Operational Matters- Manage day-to-day operations of Customer Service with the team
- Support boutiques through provision of information on new products and management of customer relationships
- Take ownership through troubleshooting and resolution of issues raised by customers
- Provide ultimate service to Super VIPs

2. Project & Development- In alignment with defined Department Roadmap, initiate and implement an action plan for the team
- Be a champion for innovation to seek continuous improvements in work processes and methods by anticipating changes and new operational constraints, in coordination with technical and commercial teams

3. Team Management & Leadership- Supervise and lead the Customer Service team by ensuring adherence to service standardsSupport and guide teammates in achieving their goals and developing their skills
- Manage workload of the team through prioritization and organisation of work tasks

**Profil**

1. Working Experience & Education Requirements- Past supervisory experience in multinational companies in providing customer service support, preferably from luxury retail or other high-end services
- Knowledge in watchmaking is an added advantage

2. Foreign Language Skills- Good command of written and spoken English
- Knowledge of other languages will be an asset

3. Competency Requirements- Ability to think strategically and to lead
- Creative thinking, to be able to come up with new ideas to improve customer service standards
- Agile, with strong problem-solving skills and customer-oriented mindset
- Able to work under pressure and identify priorities among tasks

4. Computer skills- SAP
- MS Office
- Comfortable to learn and pick up new IT tools/ systems

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