Abstract:
Sienna Charles, the premier luxurious way of life firm featured in magazines equivalent to Forbes, is searching for a Buyer Assist Supervisor who’s as passionate as we’re about creating unbelievable customer support experiences for our elite clientele. This extremely expert particular person will oversee and execute the corporate’s day-to-day operations of our unique journey and way of life companies crew.
Key Tasks:
- Staff and Mission Administration: Answerable for all day-to-day operations associated to shopper journey and concierge requests utilizing instruments like Zendesk for shopper help and engagement. Set and keep crew schedules, making certain shopper deadlines are met or exceeded and offering high quality management to make sure requirements are all the time met
- Zendesk: Ought to be expert in creating customized ticket views, optimizing workflows with triggers, automations, and macros, and configuring SLAs for well timed concern decision. In a position to construct customized experiences in Zendesk Discover to trace KPIs like response time and CSAT and combine third-party instruments for seamless shopper interactions.
- Coaching and Teaching: Oversee our coaching program to empower the journey crew to execute persistently on the highest requirements. Present efficiency evaluations and suggestions to enhance the groups’ efficiency and confidence regularly.
- Course of Enchancment: Accomplice intently with the crew to proactively determine and prioritize alternatives for course of enchancment, together with requests to the know-how crew to enhance and optimize the workflows and dashboards. Based mostly on knowledge, create future processes and requirements in your crew as we proceed to be taught and enhance.
- Downside Fixing: Skill to assume creatively to handle exceptions and points arising from the crew and shopper conditions. You’ll be the first level of escalation for questions and considerations from the crew and be chargeable for discovering and creating options to issues that come up.
Persona Match:
- Character and Tradition: Relatable and fascinating character, enjoys working with others, and has robust written and verbal communication abilities. Apply a excessive degree of discretion and keep confidentiality with our shoppers, and count on the identical out of your crew.
- Consideration to Element: You’re obsessive about making certain each piece is the place it must be and might’t let one thing go till you understand it is good.
- Prioritization and Effectivity: With a powerful sense of urgency, you possibly can decide what to concentrate on first and might work each shortly and effectively to keep up a number of deadlines.
- Possession and Administration: You see your function as greater than a job and search for methods to go above and past to enhance the method repeatedly. You retain on prime of all duties and know the way to arrange and keep all of them.
If the above describes you properly and are attributes that come naturally to you, this might point out that you’re proper for the function.
Necessities:
- 3-5 years of administration expertise with a confirmed potential to maintain a crew on observe; has a observe file of coaching and empowering crew members.
- Proficient in Zendesk and different undertaking administration and communication instruments; have to be tech-savvy and fast to be taught new software program.
- Should have expertise with BPOS and outsourced groups.
- Ideally, expertise in high-level B2C companies within the journey business are a plus.
- Outcomes-driven and self-motivated, with robust multitasking skills.
- Glorious verbal and written communication abilities, with a concentrate on cross-functional collaboration.
- Confirmed expertise in driving initiatives, prioritizing duties from initiation to completion, and main cross-functional groups.
- Artistic and strategic thinker, notably in shopper advocacy and retention.
- Versatile availability, together with weekends as wanted
Location:
The corporate is based out of our New York Metropolis workplace location. The job would primarily be distant.
Timezone:
The job could be totally distant and be required to work within the EST timezone round 8 am-5 pm EST.
Why Sienna Charles:
Sienna Charles gives a fast-paced and fascinating office with a powerful ardour for studying and enchancment. It’s a smaller crew, offering the chance so that you can work straight with the CEO and COO whereas having a big affect on the corporate’s path and progress. We’re searching for some to be part of the crew who owns their duties and life.