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Client Advisor – Client Services
Gucci
Jersey City
Luxury Fashion, Luxury Menswear
Full time
Posted 3 weeks ago
Copied
Market: NJ - Northern
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Customer Service
Seniority: Associate
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Role Mission:

Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360 degree Omni-channel client experience. The Client Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish all customer inquiries which will vary across store calls, online orders, general questions and product information, with a special focus on cultivating sales and providing a high level of customer care to clients/Very Important Gucci Clients via phone, email and chat.

Job Description

Role Mission:

Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360 degree Omni-channel client experience. The Client Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish all customer inquiries which will vary across store calls, online orders, general questions and product information, with a special focus on cultivating sales and providing a high level of customer care to clients/Very Important Gucci Clients via phone, email and chat.

Key Accountabilities:

  • Provide exceptional online customer service support with excellent phone and/or written communication skills, resulting in maximizing online sales and a repeat client base;
  • Manage customer cases providing support and information regarding eCommerce products, stock availability, order inquiries, returns, exchanges and shipping information;
  • Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs;
  • Knowledgeable in company policies and procedures including after sales policies and repair case management;
  • Demonstrate passion for the brand and keeps relevant with brand information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends;
  • Understand customer needs and resolves cases to enhance brand loyalty;
  • Cultivate relationships and offers special, dedicated and curated service to Very Important Gucci clients (Vig) actively contributing to increased sales revenue;
  • Ensure relevant administration is completed and distributed appropriately;
  • Support quality assurance and shares product and website related client feedback;
  • Cross collaboration with other Gucci partners, including stores in managing customer cases;
  • Contribute towards the efficiency of the Client Services team and plays a key role in achieving the service level targets.

Key Requirements:

  • Fluency in Spanish and/or Portuguese (including speaking, writing and reading)
  • 2+ years of previous retail, call center or hospitality experience;
  • Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury needs and expectations;
  • Outstanding luxury selling behaviors;
  • Team player with a positive can do attitude;
  • Experience meeting or exceeding revenue expectations;
  • Resourceful and creative problem solver;
  • Genuine curiosity and open to learning;
  • Demonstrates a high level of energy, enthusiasm and empathy;
  • Drives to meet and exceed sales goals and customer expectations;
  • Ability to prioritize and multi-task in a fast paced dynamic environment with strong time management skills;
  • Ability to work under pressure while maintaining a calm demeanor;
  • Strong active listening, verbal and written interpersonal communication skills;
  • Proficiency in multi languages highly desirable;
  • Intermediate to advance computer skills with the ability to work with fast-paced systems handling multiple databases at the same time;
  • Proficient in Microsoft suite and Salesforce
  • Strong typing skills;
  • Experience using social media preferred;
  • Ability to work a flexible retail schedule: including weekends, evenings, and holidays.

Key Behaviors:

Explore

Considerate Thinker

  • Sees the big picture and understands how own actions and decisions impact others and the organization as a whole

Solutions Developer

  • Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions

Deliver

Accountable Achiever

  • Actively gets things done, raising the bar for performance and taking accountability for own actions

Agile Advocate

  • Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals

Connect

Connection Builder

  • Builds trust-based relationships across boundaries and encourages collaboration
  • Adapts own style to communicate impactfully

People Enabler

  • Empowers others by providing autonomy and encouraging self-expression, valuing and amplifying each person’s uniqueness

Build

Continuous Learner

  • Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort

Talent Builder

  • Provides constructive and on-going feedback, coaches and helps others to achieve their full potential

Work Authorization:

  • Qualified candidates must have the proper work authorization to work in the United States

About Gucci

Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands. For further information about Gucci, visit www.gucci.com

Client Advisor – Client Services
Gucci
Jersey City
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Client Advisor – Client Services
Gucci
Jersey City

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