EMEA Client Service Ambassador

Description de l'offre

MISSION

As part of the Client Service team, your mission is to accompany our client throughout the full purchase journey (from discovery to after sales) and maintain a high level of customer satisfaction and retention.

As Client Service Ambassador, you will actively contribute to promoting the brand image and its values by providing qualitative and personalized advice throughout all channels (Retail, E-Business, Franchises and Wholesale) and interactions with our clients.

You will develop the Client Service by continuously seeking ways to improve our services and by measuring KPIs and performance.

You will be a key contact for escalations and coordinate activities across stores and internal departments while strengthening the relationship will all internal and external partners.

You will translate customer insights and feedback into proposals and actions for continuous improvement in line with market and customers' needs.

KEY RESPONSABILITIES

He/she will be responsible for:

BRAND IMAGE

• Assist in the development of a seamless omnichannel experience for all clients

• Master Brand policies and procedures and ensure compliance throughout all channels and interactions

ORGANIZATION / PROCESS

• Adapt all processes with an omnichannel approach in collaboration with all the stakeholders and constantly update them accordingly to the brand evolution

• Ensure the technological support

• Ensure the alignment with regional departments

• Develop strong partnerships with stores and all other internal departments

• Meet individual and team KPIs to provide an exceptional quality of service

OPERATIONS

• Handle client inquiries, complaints and service/after sales requests

• Assist with order management (purchasing, delivery tracking, returns, refunds, exchanges)

• Manage after sales request and follow up process with repair centers

CLIENT/BUSINESS DEVELOPMENT

• Develop the business and client base through clienteling

• Share client feedback with the appropriate departments to improve processes, services, quality, etc.

Profil recherché

PROFILE

• Enthusiasm for the brand and the fashion Industry

• Client oriented with an excellent sense of quality service (go the extra mile spirit)

• Commercial mindset

• Excellent written and verbal skills in English and a second language (French, Italian, Arabic and Spanish) is required. A third European language a plus (e.g. German, Dutch, …)

• Thorough and excellent organizational skills

• At ease with online tools and openness to new technologies

• Team player

• Fast learner

• Problem solver and multitasker

• Previous experience in retail sales or service industry appreciated