Job Openings Head of Customer Service

About the job Head of Customer Service

About us

Luxclusif is a preowned luxury fashion tech company, that enables brands and retailers to buy & sell used goods through innovation and technology. We have developed a unique Resale as a Service solution utilized by the world’s largest retailers, and are also a global distributor (B2B player) of pre-owned luxury fashion for businesses. We currently have offices and warehouses in Portugal, Estonia, US, China, Japan, and the Philippines.

In December 2021, Luxclusif became part of the FARFETCH Group family of companies, which will help guide evolution and growth in this next chapter of our journey. Luxclusif upholds transparency, excellence, ambition, motivation and teamwork as its core values.

We foster curiosity, by continuously providing our team members with avenues to explore, experiment, innovate and disrupt the current luxury resale model – in a nutshell, that is our essence.

Tech resale, circular economy & sustainability – all in one.

About the Team

The Customer Service Unit is responsible for driving a great consumer experience and also to make sure the client's wishes are processed accurately.

About the Role

  • Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Care Team’s scope of work which includes, day-to-day operations, workforce management, reporting and analytics, process improvement.
  • Support the Business Development team by providing assistance to Account Managers and optimizing negotiation tactics to help drive sales.
  • Monitor client SLAs to ensure compliance.
  • Develop and implement customer retention strategies.
  • Work with various stakeholders to optimize business processes.
  • Provide direction to the team on how to meet or exceed their KPIs.
  • Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can move up to the next level.

About you

You are at least 5 years of experienced in Customer Service leadership or managerial roles, preferably CS accounts with sales involvement. You have experience in managing projects or process optimization. You have a working knowledge of customer service software and tools. Your English skills are amazing. Previous experience or exposure to the Luxury Fashion industry is a big plus.

Hardskills

  • Business Knowledge;
  • Helicopter Vision;
  • Planning & Organization;

Softskills

  • Partnership development;
  • Leadership;
  • Communication;
  • Proactivity;
  • Autonomy;
  • Motivation;
  • Ambition;
  • Excellence;
  • Transparency.