SummaryThe Brand Ambassador is the voice of Van Cleef & Arpels for our clients, as he / she builds and maintains strong relationships with them. While advising via phone and web-based channels, you are responsible for upholding an excellent level of client support and developing sales. Aside from being the expert advisor for our clients, you will apply your commercial sense to identify sales opportunities, develop your client portfolio, maintain the interest and engagement of your clients at the highest level. As a specialist in the Maison, you will deliver expert knowledge on the products and Maison, while providing the highest quality of service and client satisfaction.
Responsibilities- Drive sales through professional and courteous client interactions.
- Handle all inbound calls and greet all customers in a timely, professional, and engaging manner.
- 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.
- Stay abreast of launches, campaigns, and internal processes to answer a wide variety of customer inquiries.
- Partner with VCA Boutique network with sales referrals and other client requests to ensure the highest level of client experience.
- Assist with special projects, as needed.
- Cultivate new and existing client relationships through exceptional service.
- Consistently and accurately capture client data for relationship building.
- Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.
- Display strong selling and negotiating skills.
- Act as a referent and provide recommendations for an exceptional client experience.
Requirements- Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field.
- 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience.
- Experience in eCommerce, luxury retail sector preferred.
- Must display a high level of maturity, poise, and sound business judgement.
- Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program.
- Confidence and technical agility to learn and use multiple applications and systems.
- Proficiency with Microsoft Office.
- Experience using Salesforce, CRM, or other comparable email and chat management tools a plus.
- Flexible and availability to work within the hours of operation: Monday thru Friday (9am-9pm EST), Saturdays and Sundays (9am-6pm EST).
- 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.
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