SummaryAs a Client Advisor at our Client Services Center in Jersey City, NJ, you will provide exceptional client service by understanding and responding to each client's specific needs. You will utilize strong and empathetic communication skills to resolve issues efficiently and effectively, while also striving to meet and exceed planned KPIs.
Responsibilities- Deliver a positive and courteous customer experience by embodying core brand values and integrity.
- Resolve customer issues professionally and empathetically via phone, email, social media, and written correspondence.
- Escalate unresolved customer issues to the appropriate supervisor.
- Ensure all customer communications align with Dior policies and processes.
- Share brand awareness, storytelling, and product knowledge with customers.
- Achieve and exceed sales goals and KPIs, including case management, sales and service targets, quality assurance scores, productivity goals, and schedule adherence.
- Recommend innovative approaches to address customer concerns and share successful ideas with the team.
- Enter accurate information into Diorlink and update the SCRM database as needed.
- Develop excellent working relationships within the Dior network.
- Perform outbound contacts for sales driving and client issue resolution.
- Collaborate with the entire Client Services Center team.
Requirements- Previous experience in luxury customer service, preferably in retail, hotel, or concierge businesses.
- Outstanding written and verbal communication skills.
- Strong sales negotiation skills.
- Customer-first mindset.
- Highly motivated, energetic, and inspirational team player.
- Ability to work a varied schedule, including nights, holidays, and weekends.
- Ability to multi-task and prioritize competing tasks.
- Fluency in English and French is required.
- Proficiency in Microsoft Office.
- Salesforce knowledge is a plus.
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