上海招聘

Customer Service Supervisor

About Blue Nile, Inc.
Blue Nile, Inc. is the leading online retailer of diamonds and fine jewelry. The Company delivers the ultimate customer experience, providing consumers with a superior way to buy engagement rings, wedding rings and fine jewelry. Blue Nile offers in-depth educational materials and unique online tools that place consumers in control of the jewelry shopping process. The Company offers thousands of independently certified diamonds and fine jewelry at prices significantly below traditional retail, with quality standards that are among the highest in the industry. Blue Nile can be found online at www.bluenile.com. Blue Nile's shares are traded on the Nasdaq Stock Market LLC under the symbol NILE. The company has been awarded the Bizrate.com Circle of Excellence Platinum Award, which recognizes the best in online customer service as ranked by actual consumers. Blue Nile is the only jeweler to have ever received this award, and has done so every year since 2002. Since 1999, Blue Nile has grown to become the largest online retailer of certified diamonds and fine jewelry. Internet Retailer Magazine reports Blue Nile is bigger than the next three largest online jewelers combined.

Job Summary:

Blue Nile is looking for a passionate and talented Customer Service Supervisor who will lead a team of Chinese and English Diamond and Jewelry Consultants (DJC’s). Candidate must thrive in a fast-paced environment. This position manages performance to meet department metrics, supports the team by being a resource regarding Blue Nile products, instruct on selling techniques, policies and procedures. Ideal candidates will possess the ability to empower, motivate and inspire each team member to provide world class customer service and maximize sales. Supervisors are highly visible, interacting with and coaching staff as well as working closely with the management teams in our global offices.

Responsibilities:

? Monitor calls to assess individual customer care skills and consultative sales ability. Manage employee performance, identify areas for improvement and develop plan and regular follow-up to ensure employee success.
? Provide leadership and support by answering questions and partnering with consultants to resolve difficult and complex situations.
? Demonstrate excellent knowledge of Blue Nile products, practices, selling techniques, policies and procedures and continues to find ways to improve team performance.
? Conduct one-on-one meetings; exhibit excellent active listening skills, effectively provide both positive and constructive feedback.
? Manage the scheduling process.
? Control call center service level and cost to successfully meet department metrics
? 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.

Qualifications: (Knowledge, Skills, Abilities, Experience and Education)

? 2+ years’ customer service supervisory/management experience.
? 2+ years’ sales experience.
? Passionate customer service focus
? Strong verbal and written communication skills in Chinese and English.
? Analytical skills
? Intermediate to advanced Microsoft Office skills.
? 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 organization and time-management skills.
? Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously.
? Positive attitude and high energy level.
? 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.
? Ability to work flexible work hours, including weekends and holidays.
? Four-year degree desired.

Blue Nile 是目前全球***的，销售认证钻石，订婚戒指和高级珠宝的在线零售商。我们提供优越的客户服务，拥有非凡的和业界领先的产品质量和风格。我们致力于让每个客户都能有不寻常的购物享受。
我们公司的优势在于能够在不同的环境中有很强的适应能力。我们团队的灵活性，超强的更新意识，以及丰富的知识和资源，积极地影响着我们的业务和每一位客人。我们提倡勤奋， 灵活，善问，以及精诚的团队合作精神来解决问题， 并持续地改进以带来必要的更新。我们是一支追求成功的团队， 会激励任何形式的成就！