· 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.