The Senior Sales and Service Professional is an elite member of the Contact Center team and acts an an extension of the management team by providing front line support to ensure the needs of the business are met. This individual is the first line of guidance for the Sales & Service Professionals and responds to and resolves complex customer inquiries and manages escalated service issues. He/She is a high level Brand Ambassador who positively influences the team and the work environment and consistently conveys an elevated Tiffany expereince.

The Senior Sales and Service Professional is cross-functional in order to support Tiffany & Co. U.S. & International businesses, Returns, Social Media, Online Engagement and any new business innitiatives.

  • Service Excellence- Develop and Enhance a culture of Service Excellence- 25%
  • Foster a climate of Service Excellence- Deliver service that delights our customers. Understands call flow dynamics and consistently ranks in the highest percentile of communication quality. Effortlessly manages escalated customer issues maximizing lifetime customer value.
  • Completely versed in all sales and service policies and initiates creative solutions to complex inquiries and service issues. Goes above and beyond to uncover customer needs, and identify and execute sales and service opportunities.
  • Actively supports business initiatives that drive customer engagement through our Tiffany Experience Index Program.
  • Service Excellence- Develop and Enhance a culture of Service Excellence- 25%
  • Foster a climate of Service Excellence- Deliver service that delights our customers. Understands call flow dynamics and consistently ranks in the highest percentile of communication quality. Effortlessly manages escalated customer issues maximizing lifetime customer value.
  • Completely versed in all sales and service policies and initiates creative solutions to complex inquiries and service issues. Goes above and beyond to uncover customer needs, and identify and execute sales and service opportunities.
  • Actively supports business initiatives that drive customer engagement through our Tiffany Experience Index Program.
  • Talent Management- Develop and maximize top talent- 25%
  • Provide leadership as a role model for schedule adherence and agility, and act as a key behavioral influencer through effort and motivation. Follows the spirit and intent of Tiffany policies and procedures and is recognized for sharing their knowledge with the team.
  • Actively support the departmental Quality Monitoring Program that drives employee development and engagement as well as a culture of excellence.
  • Cultivate and sustain strong relationships with internal departments such as Distribution, I.T., and Marketing to facilitate prompt resolution of customer and agent related issues to maximize efficiency and minimize down time.
  • Data Integrity/Project Participation/Floor Management- 25%
  • Responsible for the highest level of data integrity of customer information in adherence with all Tiffany & Co. U.S. and International policies and procedures.
  • Engages in stretch assignments which include training facilitation, staff meeting delivery and preparation as well as continuous self-directed development.
  • Completes projects as assigned, provide progress updates, and communicate delays. Involve staff members in the completion of project milestones as needed.
  • Ensures the daily flow of customer calls, e-mails and SM posts are responded to as defined by departmental standards.
  • Continuosly monitors business processes and brings forward opportunities for operational process improvements.
  • Strong communication, problem-solving and organizational skills.
  • Well- developed leadership skills, including an ability to address employee issues.
  • Ability to handle escalated customer issues, and diffuse customer service issues independently.
  • Ability to work overtime and remain flexible with work schedule; weekends are required.

Preferred Qualifications

Experience working with AS400 and JDE order enry systems

E-Commerce skills and familiarity with internet technology

  • Knowledge of Customer Relationship Management, e-mail response, and Microsoft applications

Employer Information

Toronto, ON, Canada
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