Temporary Client Service Specialist

The Temporary Client Service Specialist, North America, plays a key role in integrating multiple Omnichannel features, services and and channels, providing an elevated and seamless client experience. The Bulgari Digital Ambassador provides a high level of luxury service to our clients, providing deep product knowledge and driving sales through multiple channels (phone, chat, email, and WhatsApp, Apple Chat, social media direct messages and in the future, will be responsible for video selling 1:1 with clients. The ideal candidate will be an excellent communicator with strong follow up and multitasking abilities. They will be passionate about the Maison’s creations, converting clients to purchase with rich storytelling and should also be an enthusiastic problem solver who can listen to customer service issues and offer a unique and innovative solution to each problem. This role must have a strong command of the company’s customer service policies, and strong product knowledge. Prior luxury / high jewelry experience is preferred.

SCOPE

Interact with service requests from external clients (eCommerce and boutique clients) and internal support requests and order entry (from Store Directors, retail Client Advisors and Inventory team) to provide and process information and orders in response to inquiries, concerns and requests about products and services. This is a temp position with the possibility of hiring permanently for the right candidate.

ESSENTIAL DUTIES

• Drive customer satisfaction and a seamless client experience by proactively problem solving and resolving any client frustrations.
• Work as part of a team to ensure coverage is always available during business hours for live channels and ensure SLAs are consistently met or exceeded.
• Manage incoming customer inquiries across multiple channels (via call, email, live chat, and instant messaging services, and launching shortly, video selling via appointment) to answer and resolve general questions and concerns.
• Fraud evaluation as needed for boutique phone orders and for eCommerce orders from beginning to end, by using Ayden Fraud tool and White Pages Pro.
• Comfortable opening and managing tickets for IT follow up on critical bug fixes and site corrections.
• Performs ad hoc tasks and projects as needed.
• Maintain a high level of professionalism with clients and establish a positive rapport with every client.
• Ensure Stella Connect Surveys are sent after each qualifying service.
• Enter required data to update customer information and cases in Salesforce after each service to include details of inquiries, product requests, comments, complaints, and actions taken.
• Clientelling tasks including post sales outreach for specific orders based on value, item(s) and if assisted.
• Meet sales goals as outlined by leadership. This includes base revenue targets and motif centric goals.
• Partner with the Training team and CS Manager to stay updated on product knowledge and be informed of any changes in company policies.
• Enter watch strap, buckle and bracelet orders via Sap as requested by the boutiques across the North America network.

KEY COMPETENCIES

• Minimum 3 years Customer Service and Sales experience in eCommerce, preferably for a luxury or high jewelry company. Preference given to individuals with a proven track record of achieving sales targets.
• Must be comfortable conversing with clients, entering consistent and accurate data, with selling, upselling and cross selling, and with being on video.
• Knowledge of Microsoft Office programs and ability to acquire some expertise in Store operation applications (Salesforce, SAP, White Pages, Google maps, social media, Adyen fraud tool and more technical systems).
• Excellent multitasking abilities – handling Live Chat, Email, phone, and instant messaging platforms with clients and managing requests via Outlook and Teams messages for internal communication needs.
• Superior verbal and written communication skills.
• Client-centric mindset with customer satisfaction at the core of every action.
• Must be flexible and available to work night shifts, holidays, and weekends.
• Flexibility regarding location and structure of working environment as this may change to be on-site or hybrid shortly.