Client Services Advisor, Call Center (E-Commerce)

JOB PURPOSE

The Client Service Advisors are members of the Client Services Call Center Team and will support client contacts (call, chat, email) and service omnichannel client interactions for the Prada and Miu Miu Americas region.

RESPONSIBILITIES

• Frequently attend educational seminars to improve knowledge and performance level
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent Client Service
• Be the voice of our Groups Client Service team, by providing a high level of luxury service
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
• Partner with Client Service Team Leader to escalate incidents as appropriate
• Maximizing use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS
• Embrace a culture that puts the client experience first and foremost
• Partner with Store Operations in supporting the management of client queries, including complaints, requests for post-sale assistance, availability and other merchandising request
• Work to resolve all issues affecting clients orders quickly and in a professional matter by communicating with boutiques and concessions
• Responding efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
• Execute strategies that drive client retention and engagement
• Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
• Seize opportunities to upsell products when they arise

REQUIREMENTS

• Proficiency with computers, especially with CRM software, and strong typing skills
• Verbal and written fluency in English required; Spanish and Portuguese a plus
• Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice
• Adaptability and accountability
• Understanding of company products, services, and policies
• Ability to ask inquisitive questions and diffuse challenging situations
• Passion to connect with customers and cultivate personalized relationships to drive sales
• Strong time management and decision-making skills

This position will be paid an hourly rate that may range from $22.00-$26.00, annualized from $45,760-$54,080, and if applicable, may be eligible for bonuses and other incentive opportunities.