Are You a Good Match?
- Do you have a passion for High Jewelry, Art & Culture?
- Do you have experience with luxury products in your past?
- Do you have strong attention to detail and thrive in a fast-paced environment?
- If so, we’d love to get to know you!
Role Overview
The Brand Ambassador at the Client Relations Center is responsible for achieving exceeding sales, Kpis, Slas, and deliver an exceptional service experience to all internal and external customers. This position will be in a best in class, state of the art, Multichannel Customer Care environment providing information via phone and email. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for Van Cleef & Arpels during every interaction.
Responsibilities
Daily Contact Center Operations:
- Drive sales through professional and courteous client interactions. Handle all inbound calls and greet all customers in a timely, professional and engaging manner. Comfort with outbound calls to continue client relationships.
- Provide written responses to customers’ inquiries via email, chat, and social media, meeting our service expectations in each conversation
- Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry
- Stay abreast of launches, campaigns, and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.
- Assist with special projects, as needed (i.e. testing, initiatives supporting boutique network, outbound clienteling initiatives, etc.)
Client Relationship Management:
- Consistently seek new product knowledge to act as an expert for the Maison
- Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
- Consistently and accurately capture client data for relationship building, effectively utilizing the tools that are available
- Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario
Sales Achievement:
- Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations
- Act as a referent and provide recommendations for an exceptional client experience
Qualifications
Education
- Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field
Required Experience
- 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
Technical Skills / Abilities
- Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc)
- Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients
- Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program
- Technology
- Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
- Proficiency with Microsoft Office
- Experience using Salesforce, Crm, or other comparable email and chat management tools a plus
- Additional preferred abilities include…
- Sap knowledge
- Social media experience
- Comfort with virtual and video-based client interactions and sales
- Cultural intelligence and languages a plus
- Knowledge of high-end jewelry, timepieces, and gemstones
Personal Skills
- Schedule
- Flexible and availability to work within these hours of operation: Monday thru Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
- Flexibility to work holidays
- Ability to travel as required
- Excellent verbal and written communication skills
- Computer literacy
- Keyboarding skills of at least 50wpm
- Client-focused
- A passion to assist, whether with clients, internal partners, developing teams
- Developing, promoting, and communicating empathy for clients and partners
- Ability to handle highly sensitive clients and situations
- Strong understanding of formal and informal etiquette and manners
- Organized and efficient for day-to-day operations
- Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player
