Summary
Based in the Client Services Center in Jersey City, NJ the Client Advisor provides high level client service via phone email social media and written correspondence while meeting sales and KPI targets. The role requires empathetic communication product knowledge and accurate case management within company systems. Fluency in English and French is required and the advisor will perform outbound e-clienteling as a sales driver.
Responsibilities
- Provide positive courteous and professional customer experiences consistent with brand values
- Respond to client inquiries via phone email social media and written correspondence with empathy
- Escalate complex issues to supervisors to ensure satisfactory resolution
- Follow company policies and processes for all customer communications and case management
- Demonstrate brand storytelling and product knowledge when communicating with clients
- Drive to achieve and exceed sales targets KPIs and productivity goals
- Perform outbound e-clienteling contacts to generate sales and resolve issues
- Enter accurate data into Diorlink and update SCRM database for workload analysis
- Collaborate across the Client Services Center and share improvement ideas
Requirements
- Previous luxury customer service experience preferably in retail hotel or concierge
- Outstanding written and verbal communication skills
- Strong sales negotiation skills and customer first mindset
- Fluent in English and French
- Highly motivated energetic and team oriented with ability to multi task
- Available to work varied schedule including days nights weekends and holidays
- Proficient in Microsoft Office; Salesforce knowledge a plus
- Ability to manage cases accurately and maintain quality assurance standards
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