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Client Service Advisor

Posting Date:  Jun 22, 2022
Country:  IT
City:  Milano
ID:  14958
Career Path:  CRM & Omnichannel


Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
 

 

JOB PURPOSE

 

A member of the Client Services team supporting client contacts (call, chat, email) and servicing omni-channel client interactions for the Prada and Miu Miu EMEA’s region, managing also the cross-functional interactions with stores located in EMEA and corporate departments ensuring a personalized client experience.

 

 

RESPONSIBILITIES

             

  • Embrace a culture that puts the client experience first and foremost
  • Execute strategies that drive client retention and engagement
  • Maximizing 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
  • Responding 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
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
  • Partner with Client Service Team Leader to escalate incidents as appropriate
  • Partner with Store Operations in supporting the management of client queries, including complaints, requests for post-sale assistance, availability and other merchandising request
  • 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

 

 

KNOWLEDGE & SKILLS

 

Fluency in English and Italian, plus another language (French, German, Spanish, Arabic, Russian)

Passion to connect with clients and cultivate personalized relationships to drive sales

Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice

Understanding of company products, services, and policies

Proficiency with computers, especially with CRM software, and strong typing skills

Ability to ask inquisitive questions and diffuse tense situations

Strong time management and decision making skills

Adaptability and accountability

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