Summary
The Client Advisor based in the Client Services Center in Jersey City provides best-in-class client service across phone, email, live chat and social media, resolving client issues with empathy and professionalism while supporting sales and KPI targets. This role requires strong communication, brand knowledge and the ability to manage casework accurately in CRM systems. The Advisor will also perform outbound outreach to build client relationships and drive sales.
Responsibilities
- Deliver courteous, professional client service and resolve inquiries via phone, email, chat, social media and written correspondence.
- Manage cases accurately in Dior CRM and ensure data is entered per guidelines for statistics and workload analysis.
- Drive to achieve sales and service KPIs including case management, quality assurance, productivity and schedule adherence.
- Perform outbound outreach to clients to build relationships, drive sales and resolve issues.
- Escalate complex issues to supervisors and collaborate across the Client Services Center and boutique network as needed.
- Demonstrate brand awareness, storytelling and product knowledge during client interactions.
Requirements
- Previous luxury customer service experience preferred (retail, hotel or concierge).
- Outstanding written and verbal communication skills with proven de-escalation and negotiation abilities.
- Fluent in English; additional languages such as Spanish, French or Mandarin preferred.
- Proficiency in Microsoft Office; Salesforce knowledge a plus and ability to maintain CRM accuracy.
- Ability to work varied schedules including nights, weekends and holidays and travel to nearby NY/NJ boutiques for training.
- Highly motivated team player with strong multitasking, prioritization and client-first mindset.
