Client Services Advisor, E-commerce

Job Summary

As a member of the Ecommerce Client Services team, you will support client contacts and provide customer service to our omnichannel clients for the Prada and Miu Miu brands within the Americas region.

Responsibilities

• Support management of customer queries, including complaints, requests for post-sale assistance, availability, and other merchandising requests
• Strive to meet or exceed call center metrics while providing excellent consistent client service
• Embrace a culture that puts client experience first and foremost
• Be the voice of our Group's Client Service team, by providing a high level of luxury service
• Maximize the use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS
• Adopt an authentic approach to clienteling and build long-term relationships with clients by personalizing the client experience at every touchpoint
• Respond efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
• Seize opportunities to upsell products when they arise
• Assist clients with all post-sale inquiries including delivery, returns, repairs, and refunds
• Work to resolve all issues affecting client orders quickly and in a professional manner by communicating with our boutiques and concessions
• Engage in active listening with callers, confirming or clarifying information and diffusing escalated clients as needed
• Execute strategies that drive client retention and engagement
• Partner with Team Leads and Client Service Manager to escalate incidents as appropriate
• Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships, and host virtual appointments
• Drive to meet and exceed sales targets and planned KPIs
• Maximize online sales from new and repeat customers through phone/email communication as well as remote selling campaigns
• Understand and live the omnichannel mindset of providing customers with multiple and easy ways of shopping and connecting with the brand and doing so by means of phone, email, live chat, live video, and/or written correspondence
• Identify opportunities, seek new initiatives, and participate in the development of functional and service enhancements to maximize sales
• Demonstrate and share brand awareness, storytelling, and product knowledge when communicating with customers

Requirements

• 1-3+ years of experience working in a call center or as a client advisor within luxury retail
• Passion to connect with customers and cultivate personalized relationships to drive sales
• Exceptional client service attributes including, active listening, verbal and written communication skills, and a professional phone voice
• Demonstrated understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills with the ability to work in multiple systems simultaneously
• Ability to ask inquisitive questions and diffuse challenging situations
• Strong time management and decision-making skills
• Adaptability and accountability
• Verbal and written fluency in English is required; Spanish, Portuguese, or Italian a plus
• Flexibility in schedule; ability to work extended shifts during peak times
• Must be able to work in office 4-5x per week

This position will be paid an hourly rate that may range from $25.00-$26.00, annualized from $52,000.00-$54,080.00 USD, and if applicable, may be eligible for bonuses and other incentive opportunities.