Client Care Specialist Jobs

B V L G A R I is looking for a Client Care Specialist for our New York 5th Avenue Flagship Boutique!

The Client Care Specialist is responsible for delivering the highest level of customer satisfaction and building loyalty by welcoming all After-Sales Clients to our 5th Avenue Flagship Boutique. The Client Care Specialist demonstrates absolute professionalism in owning the entire Service process, emphasizing clear and proactive communication with the Clients and the internal partners involved. Close collaboration is required with the Service Center, the in-house Watch Technician, and other business functions (especially Logistics, CRM, and Merchandising). The objective of the Client Care Specialist is to strengthen client relationships, establishing trust through technical expertise and proactive communication with the final goal to contribute to driving sustained business and establishing positive word of mouth.

Reports to: Operations Manager

Responsibilities:

Client Facing Duties ~70% of Daily Function

• Work closely with the Client Advisors, sharing updates and best practices from the After-Sales Service and creating new purchase opportunities through the relevant touchpoints.
• Manage the Client's communication with empathy, professionalism, and a proactive approach to achieve total Client satisfaction.
• Lead successful interactions with Clients in-store or remotely (phone and email contacts as well as leveraging digital tools such as Zoom or FaceTime interactions).
• Educate Clients on product care instructions, offer to troubleshoot and recommend the appropriate services to specifically address each issue, managing Client expectations throughout the process (initial diagnosis, services explanation, lead-time, and estimate).
• Share proactive feedback with Merchandising, highlighting relevant After-Sales trends and potential areas of opportunity.
• On the Repair process from start to finish, from welcoming the clients to the store, creating repair files, ensuring their transfer to the workshop, returning the products to the clients, and keeping them informed throughout the Service journey.
• Maximize pre-approval rate and Service conversion as per the set KPIs.

Administrative Duties ~ 30% of Daily Function

• Monitor and update information in SAP for Spare Parts inventory and Repair Orders.
• Manage end-to-end workflow (estimates, confirmations, updates, and logistics flow) and react appropriately with a constant focus on the quality of the Client experience.
• Process and manage repairs with our National Service Center based in Miami as well as with local parties for specific services.

Requirements

• Reliable Team player, excellence-seeker.
• Highly organized, agile, entrepreneurial, and autonomous.
• Proficiency in one or more foreign languages would be a plus.
• Knowledge of SAP and Salesforce preferred.
• Passionate about Jewelry and Fine Timepieces.
• Willingness to learn and receive feedback.
• Client-facing experience of 3+ years.
• Prior Luxury experience preferred.
• Client-Centric mindset, able to demonstrate empathy in all situations.
• Ability to work under pressure and handle difficult client conversations, leading them to a positive outcome.
• Superior communication skills required (written and spoken English).