Regional Client Service Ambassador

Job description

· As part of the Client Services 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 Services Ambassador, you will actively contribute to promoting the brand image and its values by providing qualitative and personalized advice throughout all channels ( E-Business, Retail, Franchises and Wholesale) and interactions with our clients.
· As a Client Service Ambassador, you will foster strong relationships with stores to ensure an overall positive client experience.
· You will be a key contact for escalations, deliver appropriate solutions while strengthening the relationship with our client.
· You will communicate customer insights and feedback to the relevant departments to ensure the feedback is being actioned on.
· You will manage several channels of communicates (telephone, email, and chat) keeping your personal KPI target in mind as well as the team's KPI goals.

· Assist in the development of a seamless omni-channel experience ensuring consistency, quality and reactivity for all clients in collaboration with HQs and the AMER leadership team

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

· Act as brand ambassador

· Handle client inquiries, complaints and service for ysl.com as well as our stores and manage after sales requests

· Ensure an exceptional and personalized Client Experience by telephone, live-chat and email

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

· Escalate incidents as appropriate

· Meet individual and team KPIs

· Capture accurate client data

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

· Develop the business and client base by cultivating a strong client relationship with trust and open and interactive communication.

Desired profile

Qualifications :

· Enthusiasm for the Brand and the Fashion Industry

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

· Strong listening skills with a positive mind set.

· Commercial mindset

· Excellent written and verbal skills in English. Fluency in Spanish is an advantage.

· Thorough and excellent organizational skills

· At ease with online tools and openness to new technologies

· Team player

· Fast learner

· Problem solver-ability to multitask.

· Resistance to stress

· Schedule flexibility

· Previous experience in store retail sales or service industry appreciated