Client Services Advisor

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church’s and Car Shoe brands, and has employees of over 100 nationalities.

The acquisition of Pasticceria Marchesi 1824 has marked the Group’s entry into the food sector, applying the same high quality criteria. Very proactive also in the art field, the Prada Group strengthens its presence through contemporary art projects in constant evolution.

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 call center team supporting client contacts (call, chat, email) and servicing omni-channel client interactions for the Prada and Miu Miu America's region.

RESPONSIBILITIES

• Embrace a culture that puts the 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 
• 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

KNOWLEDGE AND SKILLS

Passion to connect with customers 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 challenging situations

Strong time management and decision making skills

Adaptability and accountability

Verbal and written fluency in English required; Spanish and Portuguese a plus