SummaryThe Bulgari Client Services Specialist plays a crucial role in the development of our clientele and our sales. The primary focus of this role is to provide elevated and seamless luxury client experiences, in every interaction, through all channels, including but not limited to phone, chat, email, WhatsApp, Apple Chat, and social media direct messages. The candidate must be an enthusiastic problem solver who can listen to client service issues and offer a unique and innovative solution to each problem. A robust understanding of the company’s customer service policies and extensive product knowledge is crucial.
Responsibilities- Manage incoming customer inquiries across multiple channels (phone calls, email, live chat, and instant messaging services) to answer and resolve general questions and concerns.
- Maintain a high level of professionalism with clients and establish a positive rapport with every client.
- Drive customer satisfaction and a seamless client experience by proactively problem solving and resolving any client frustrations.
- Capture and update customer information in Salesforce after each service to include details of inquiries, product requests, comments, complaints, and actions taken.
- Perform assigned Clienteling tasks, including prospect and post sales outreach.
- Maintain a client-centric mindset with customer satisfaction at the core of every action.
- Work as a team to ensure coverage is always available during business hours for live channels and ensure SLAs are consistently met or exceeded.
- Meet sales goals as outlined by leadership, including base revenue targets and motive-centric goals.
- Perform fraud evaluation as needed for boutique phone orders and for eCommerce orders, via Ayden Fraud tools and White Pages Pro.
- Enter orders as requested for product components, packaging, uniform accessories, store supplies, props and displays for the North America network.
- Participate in local trainings to stay informed regarding product knowledge and receive updates related to any changes in company policies and workflows.
- Perform ad hoc tasks and projects as needed.
Requirements- Minimum 3 years Customer Service and Sales experience in eCommerce, preferably in luxury or high jewelry.
- Excellent multitasking abilities: handling Live Chat, Email, phone, and instant messaging platforms with clients and managing requests via Outlook and Teams messages for internal communication needs.
- Must be comfortable conversing with clients, entering consistent and accurate data, with selling, upselling and cross selling, and with being on video.
- Must be flexible and available to work night shifts, holidays, and weekends when required by the business.
- Fluent in English with exceptional written grammar and punctuation skills.
- Knowledge of French, Mandarin or Spanish is a plus, but not required.
- Proficiency in Microsoft Office Suite, Salesforce, and PowerBi.
- Online Fraud Tools, Ayden Payment Gateway.
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