Client Advisors

Description de l'offre

Missions

Within the Client Service of Kering Group and reporting to a team manager, Client advisors are committed to:

• Strengthen relationships with clients and stores

• Deliver an enriching client experience on every interaction and across all channels in a timely and professional manner

• Guide each client across brand's values, by assuming a listening attitude to gain a strong understanding of the clients and their needs

• Build a long-lasting relationship of trust

Main responsibilities:

• Act as a Brand ambassador.

• Ensure an exceptional and personalized Client Experience by telephone, live-chat and email, with a “Client Centric” approach.

• Master and respect Brands' E-commerce and Retail Excellence standards and policies.

• Master and respect Brands' tone of voice in all communications with the Clients.

• Master Brands' products and DNA.

• Ensure a unique and customized client experience.

• Follow-up and liaise with other departments to meet Client requests.

• Gather Client feedbacks and requests to support a continuous improvement of the Client experience and enrich the Group's strategy.

• Understand individual and team KPIs.

Profil recherché

Required qualities:

• Sensibility to the Luxury world, enthusiasm for the Brands and products

• Good General Knowledge

• Resistance to stress

• Multi-tasking

• Commercial mindset

• Team spirit, dynamic, flexible, autonomy, positive and smiling attitude, professionalism

• Excellent elocution, spoken and written communication skills,

• A strong customer service and problem solving orientation, Patience, Diplomacy and Listening skills

• Persuasiveness, with the ability to soothe unhappy customers and to persuade them to retain services or make further purchases

• Openness to the digital world

• Fluent in at least two of the following languages: English, German, Russian, Italian, French and Spanish. A trilingual profile would be an asset