Customer Care Team Lead

Job title:

Customer Care Team Lead

Department:

Customer Care

Terms of employment:

Full-Time, Hourly, Remote

Rate:

$23.58/hr

Application Deadline:

Sunday, October 20th, 2024 11:59 PM PST

The Role: Customer Care Team Lead

The Global Customer Care team is dynamic and passionate, committed to supporting every aspect of the customer journey. The team possesses a high level of knowledge, skill, empathy and passion, enabling them to effectively address customer needs and contribute to driving sales and business growth on a global scale.  They collaborate with various departments within the business to ensure a seamless and exceptional 5-star customer journey.

The role of the Customer Care Team Leader is to assist the Market Managers and Customer Care Specialists in the day-to-day operations of the department. This includes providing direction for the team, reviews, check-ins, training, administrative support, driving sales, managing documentation and records, and assisting with any other tasks necessary to ensure the smooth functioning of the Customer Care department. The Customer Care Team Leader plays a crucial role in ensuring that the department operates efficiently and effectively, supporting the Market Managers and Specialists in delivering high-quality customer care services.

Reporting to the Customer Care Market Manager, the Customer Care Team Lead undertakes the following RESPONSIBILITIES:

• Team Management: Overseeing the team, providing guidance, support, and feedback to ensure they meet targets and deliver exceptional customer experiences.
• Customer Issue Resolution: Handling escalated customer issues or complaints, working closely with the team to find effective solutions and ensure customer satisfaction.
• Process Improvement: Identifying areas for improvement in processes and procedures, and implementing to improve efficiency and effectiveness.
• Performance Monitoring: Monitoring and analyzing key performance indicators (KPIs) to assess team performance, identifying areas of improvement, and implementing strategies to achieve targets.
• Customer Relationship Management: Building and maintaining positive relationships with customers, ensuring their needs are met and addressing any concerns or issues promptly.
• Reporting and Documentation: Maintaining accurate records of customer interactions, feedback, and resolutions, and generating reports to track team performance and identify trends or areas for improvement.
• Training and Development: Assisting in the delivery of training and development of Customer Care Specialists, ensuring they have the necessary skills and knowledge to provide excellent customer service and drive sales.
• Collaboration: Collaborating with other departments or teams within the organization to ensure a seamless customer experience and resolve any cross-functional issues.
• Maintaining professionalism: Maintaining professionalism at all times. Upholding Lush values and adhering to company policies and guidelines, ensuring that customers receive a positive and 5* journey.
• Building connections: Working one day a quarter on the shop floor to reconnect with the products and customers as well as build relationships with the stores (travel and expenses will be paid)
• Leading by example: through their behaviors and actions, establishing and embodying the passion and ethics of Lush and the customer care department. Setting the standard for internal and external communication and ensuring a positive work environment
• Operations & Analytics: Shifts resources on the floor to manage inbound volumes in real-time, taking into account skills, skill-level, and individual strengths 
• Manages the daily schedule on the floor, including staff breaks 
• Assists with daily floor opening and closing activities   
• Working closely with the Workforce Management Analyst, determines if any additional shifts and/or overtime are needed (with Manager approval)  
• Evaluates urgency of tickets and assigns/re-assigns tickets based on roles, skills, and skill-level 

You bring the following QUALIFICATIONS:

Required:

• The ability to resolve issues with a customer-first approach 
• Proficiency using customer service ticketing software 
• Excellent problem solving and communication skills 
• Exceptional organizational skills with an impeccable attention to detail 
• Reliable, consistent attendance, punctual, and dependable 
• Flexible to work evenings and occasional weekends, overtime, and holidays 
• Ability to maintain a positive attitude, remain engaged in your work, and lead by example.
• Great team player, as well as self-motivated and proactive 
• Fluid and flexible to continuous improvement changes within the department 

Preferred:

• Current Lush Employee
• Previous experience working as a Customer Care Representative 
• Proficiency using MS Excel  
• Experience in the beauty and/or consumer packaged goods industry is a plus 
• Strong understanding of Lush or similar retail environment is a plus 
• Accustomed to working in a highly seasonal, high-pressure environment 
• Written and verbal fluency in the French language 

Please note that the successful candidate can be located remotely within Canada

Application Deadline: Sunday, October 20th, 2024 11:59 PM PST

Only select applicants will be considered for this opportunity based on our selection criteria

_{The above information on this description has been designed to indicate the general nature and level of work performed by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.}

_{At Lush, we believe when we continue to foster a culture of inclusion and respect within a diverse workforce, we are doing our part in building a world where there is equal opportunity for all. We recruit from a variety of employment agencies, community groups, non-profits, and online social and job sites, and in our business practices, strive to leverage the gift that diversity brings. We welcome diverse candidates to our recruitment process.  Lush is committed to providing accessible employment practices. Requests for accommodation can be made at any stage of the recruitment process. Applicants are asked to please make their needs/requirements known.}

_{Lush North America unequivocally supports equal opportunity employment for all applicants regardless of religion, race, color, gender identity or expression, sexual orientation, ancestry, differently abled, adverse mental health, and other characteristics both defined, protected and enforced by the law under federal or provincial/state jurisdiction.}