Monitor calls to assess individual customer care skills and consultative sales ability.
Manage employee performance, identifying areas for improvement and development.
Conduct regular 1:1 meetings with team members. Exhibit excellent active listening skills to effectively provide both positive and constructive feedback.
Provide leadership and support by answering questions and partnering with DJCs to resolve difficult and complex situations.
Provide second line support to the CS team in managing customer escalations both in the Dublin call centre and worldwide as needed.
Demonstrate excellent knowledge of Blue Nile products, practices, consultative selling techniques, policies and procedures.
Manage call center service levels and costs to successfully meet department metrics.
Actively participate in the scheduling process.
Identify areas of improvement across the department and company and offer innovative solutions.
Model behavior that supports change and continuous improvement in line with the company goals and values.
Display good judgment, accountability, and flexibility.
Identify and provide ad hoc training and instruction for specific situations.
Assist with incoming Customer Service calls when necessary.
2+ years’ customer service lead/ supervisory experience in a sales environment.
Passionate customer service focus.
Strong verbal and written communication skills.
Positive attitude and high energy level.
Ability to handle confidential matters with discretion.
Ability to communicate information and concepts in a user friendly manner to different skill levels and personalities.
Exceptional analytical, organization and time-management skills.
Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously.
Ability to embrace change.
Proven ability to “think on your feet” and take appropriate actions.
Ability to build meaningful partnerships and communicate effectively with other departments.
Intermediate to advanced Microsoft Office skills.
High degree of professionalism, integrity, and objectivity.
Ability to work flexible work hours, including weekends and public holidays.
Educated to degree level.
- Company type:
- Recruiter Type: Employer
- Industry type: Internet/E-commerce
Blue Nile, Inc. is the original online jeweler. The company offers a smarter way to buy engagement rings, wedding rings, and fine jewelry by providing in-depth educational materials and unique online tools that place consumers in control of the jewelry shopping process. Blue Nile has some of the highest quality standards in the industry and offers thousands of independently certified diamonds and fine jewelry at prices significantly below traditional retail.
- Current Location: Shanghai China
- Address: 318 Fuzhou Rd