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-$26.50, annualized from $52,000.00-$54,080.00 USD, and if applicable, may be eligible for bonuses and other incentive opportunities.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service, Business Development, and Sales
Industries
Retail Apparel and Fashion, Retail, and Retail Luxury Goods and Jewelry
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