Job summary/purpose

As a member of the Client Services call center team, you will support client contacts (call, chat, email) and provide service to our omnichannel clients for the Prada and Miu Miu America’s region.

Responsibilities

Support management of customer queries, including complaints, requests for post-sale assistance, availability and other merchandising request
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 Groups Client Service team, by providing a high level of luxury service
Maximize 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 inquires including delivery, returns, repairs, and refunds
Work to resolve all issues affecting clients orders quickly and in a professional matter by communicating with 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 Lead 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 over 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

Prior experience working in a call-center or as a client advisor (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 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 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

Prada Group

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