Wayfair Careers

Now Hiring for our Virtual Team! French Bilingual Customer Service Manager

ME, United States
Customer Service


Job Description

Virtual Customer Service Manager-French Bilingual 

**This is a remote/work from home position** 

Exciting opportunity for a seasoned manager to come in and help build our virtual French Bilingual team!

Wayfair is looking for the right candidate that has experience developing leaders and motivating teams, a strong sense of urgency, and the ability to improve operational efficiency through process improvement. Other critical success factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues. The ideal candidate has experience leading virtual teams and demonstrates the ability to roll up his/her sleeves to help customers and deliver results.

 Job Duties:

  • Manages a team of 12- 18 virtual consultants at varying skill levels
  • Supervises Sales and Service Consultants answering calls and/or emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process
  • Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
  • Coaches and develops agents in soft skills and service techniques in order to deliver key results and build a high performing team
  • Makes recommendations and / or takes corrective action to manage performance, including disciplinary action and termination as necessary.
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interviews and recommends candidates for hire
  • Analyzes trends based on historical data to close performance gaps
  • Reviews time off requests as appropriate to match staffing level requirements
  • Conducts quality assurance (call monitoring) reviews
  • Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
  • Provides back-up support by taking calls during staffing shortages, high volume activity or as needed
  • Performs other job-related duties as assigned by the Company and/or director or manager

  

Qualifications:

  • 3+ years leadership experience
  • 1+ years leading a virtual team
  • College degree preferred or equivalent job related experience
  • Excellent problem solver with a proven track record of driving results
  • A competitive spirit and drive to succeed
  • Outstanding oral and written communication skills
  • Proven ability to close performance gaps
  • Proven ability to multi-task
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
  • Flexible schedule 

 

Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8-hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to maintain the required internet speed.
  • Ability to use a telephone headset and telephone system
  • Ability to handle stressful customer interactions via telephone and email
  • Ability to perform all above-mentioned duties with or without accommodation


About Us:

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Tag: CSVC
Requisition ID: 31819