Team Lead Customer Service

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PVH is one of the most admired fashion and lifestyle companies in the world. We power brands that drive fashion forward – for good. Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER brands. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.

The Team

Fitting within eCom Europe, Customer Service Team is responsible for all the direct-to-consumer communication and support through the Call Center, for both Tommy Hilfiger and Calvin Klein. ECOM Customer Service strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within eCom particularly and PVH as a whole. With a strong team of talented professionals managing CS operations, training and quality of services and working on projects to optimize processes, Customer Service supports the growth of our websites tommy.com and calvinklein.com striving for outstanding quality service to our B2C customers.

The Position

As the Customer Service Team Lead, you will be leading the Customer Service Operations Team (L3 Team), a team that acts as the highest level of escalation when issues cannot be resolved in our contact center. You will be supporting the team in complex issue resolutions and you will be working together to enhance the operational structure and improve consumer experience. You will also be managing the performance of our contact center in collaboration with the Training & Quality team lead and the Customer Service Manager and, when the need arises, you will be developing improvement plans.

Key Responsibilities

· Coach, develop and motivate a team of 8-10 talented Customer Service Professionals

· Continuously assess and elevate the knowledge level of the CS Operations team members, identifying areas of improvement and delivering coaching and training accordingly

· Recruit and onboard new team members following the growth of the team

· Manage, distribute and prioritize CS L3 team tasks, responsibilities and daily operations throughout the current touchpoints

· Manage the performance and daily operations of the outsourced contact center and ensure that all KPIs are in target

· Create and implement work procedures that will enhance the operational structure, operating procedures and standards

· Collaborate with the Training & Quality team in defining training and/or coaching needs and while building operational related procedures so that the knowledge is delivered to the call center accordingly

· Define the consumer approach when major incidents occur, having an impact on the consumer brand experience.

· Act as the GDPR champion within the Customer Service team and liaise with the Legal team on legal related matters and processes

The Ideal Candidate

· Minimum of 4 years of proven working experience in a Customer Service enviroment, with a strong focus on direct-to-consumer and with minimum of 2 years in a people management role

· Holistic approach and understanding of Customer Service

· Experience in fashion, apparel retail or consumer goods industry is a plus

· Collaborative; able to liaise closely across different levels of the organization with great interpersonal and communication skills

· High flexibility; ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment

· Independent, hands-on, able to prioritize, results oriented and structured

· Working knowledge of Outlook, Microsoft Office programs; Excel, PowerPoint, Asana

What You Can Expect from Us

· A company culture that fosters development, offering training and learning opportunities through our very own PVH University

· An international environment which respects diversity, equality, and individuality

· A monthly Covid home- office budget

· A smart work program that empowers our associates to work from home in the Netherlands, within a flexible schedule

· A beautiful state-of-the-art Campus awaiting you upon our return to the office

Please include a cover letter with your application. We would love to know why this is THE role for you! PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.

,industry:Retail,title:Team Lead Customer Service,datePosted:2022-02-10T00:00:00.000 0000,@context:****Service,responsibilities:Customer Service Team Lead will be leading the Customer Service Operations Team (L3 Team), a team that acts as the highest level of escalation when issues cannot be resolved in our contact centre. They will also be managing the performance of our contact centre in collaboration with the Training & Quality team lead and the Customer Service Manager and, when the need arises, they will be developing improvement plans. ,skills:customer service manager, contact centre, customer service operations, performance, collaboration, team lead, customer service, Team Lead Customer Service, Team Lead - Customer Care Communications, Customer Service Operations Manager, Customer Service & Office Manager, Corporate Customer Service Executive, Customer Service Supervisor & Office Manager, Manager of Customer Support, Distribution Center Manager, Manager Of Customer Service & Technical Support, Customer Service Coordinator} Team Lead Customer Service in Amsterdam, Netherlands | Customer Service at PVH

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