Assistant Manager, ELC Online Customer Service, Spanish Web Sites: Estee Lauder Companies
Responsibilities encompass both the management and development of the Bi-lingual Customer Service team for the ELC Online Spanish Web sites across brands, and support of the daily management of the Order and Tech chat customer service team (English speaking).
The Assistant Manager role includes managing the daily workflow of email and chats, monitoring the quality of responses, providing direction and final responses for escalated customer issues.
Oversees the recruitment, screening, hiring and development of Bi-lingual Representatives.
Translates standard responses to Spanish and makes recommendations for new responses.
Key Responsibilities: Supervisory Maintain or exceed standards of excellence in customer service as defined in Policies and Procedure manual.
Monitor daily and weekly benchmark achievements across Spanish queues.
Provide direction on daily work assignments and workflow.
Provide direction and support to CSRs regarding escalated and complex customer issues.
Complete final responses when necessary.
First ELC Online point of escalation for the Order and Tech chat team.
Supervise the work flow of the Order/Tech Chat team.
Monitor activity and responses via the Administration console.
Ensure Bi-lingual and Order/Tech Chat team members are following proper procedures and policies.
Maintain consistent communications Quality and Performance Monitoring Oversee Quality monitoring for the Bi-lingual team and assist with monitoring the Order/Tech chat team to ensure CSRs are maintaining quality standards.
Perform monthly reviews and analysis of email responses and chats.
Perform periodic review and analysis of Spanish Web site phone calls from Call Center providers.
Provide management with feedback on team member performance.
Scheduling: Oversee daily assignments and vacation schedules to ensure proper coverage for optimum productivity.
Provide final approval on all time-off requests for Bi-lingual team.
Develop back-up resources and Holiday coverage, contingency coverage, emergency plans.
Staff Development: Recruit and pre-screen Bi-lingual candidates Test new applicants and provide recommendations for hire.
Communications: Provide on-going updates to team on news, events and issues affecting customers and sites.
Work with E-Commerce and OPS team to obtain information on the Spanish sites.
Build and cultivate the relationship with third-party Call Center provider.
Write Spanish standard customer inquiry responses that best communicate ELC Online policies and standards.
Provide translation of customer emails to management for resolution.
Make recommendations for and gather feedback from CSRs to identify opportunities for new standard responses in email and chat.
Experience Required: Fluent Spanish Excellent bilingual communication skills Position requires 4+ years experience in customer service or related field.
Management experience and leadership skills Desire to work with customers to enhance their online shopping experience.
Ability to work within a team and handle multiple tasks and deadlines.
Positive attitude and professional demeanor.
Strong problem-solving skills.
A keen understanding of the Internet and its unique challenges Comfortable working in Excel, Word, Outlook, and data entry systems.
Familiarity with Estee Lauder Companies brands and products preferred.
Flexibility to assist on weekends and holidays is necessary.
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