SummaryThe Client Services Advisor will partner with the Client Services Team Lead, Sr. Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role is cross-functional with retail, after-care, and the CRM team, located on-site in Long Island City, New York.
Responsibilities- Deliver superior, personalized service to address client inquiries via all available channels.
- Achieve SLAs for customer-related contacts and troubleshoot customer-facing issues in a timely manner.
- Provide qualitative and quantitative feedback to internal teams.
- Foster customer relationships and deliver a positive experience across all omni-channel activities.
- Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience.
- Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations.
- Manage fraud management investigations and analytics.
- Work cross-functionally with the retail and after-care teams.
- Identify reoccurring customer service patterns to develop a more efficient process.
- Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines.
- Post purchase: assist with return processes, and omnichannel fulfilments.
- Provide estimates and quotes for repairs, shipping and delivery dates as requested.
- Inspect new and used products to determine the requirement for repair.
- Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods.
- Order additional repair parts as needed.
- Go the extra mile to engage customers.
- Responsible for receiving, tracking, label creation, sending orders to clients.
Requirements- Bachelor’s Degree or equivalent experience with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment.
- Comprehensive understanding of luxury clientele and language.
- Ability to work Saturdays.
- Warehouse/Ecommerce back-end systems knowledge a plus.
- Experience in a related customer service or call center role a plus.
- Comfortable making direct contact with customers through spoken and written communication.
- Ability to independently resolve complex and/or escalated situations.
- Ability to navigate multiple computer applications and work from a dual monitor.
- Demonstrate the ability to work under pressure and diplomatically address challenging situations.
- Strong communication, verbal and analytical skills.
- Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
- Ability to take initiative, ownership and accountability.
- Pro-active, self-starter.
- Preferred experience in Salesforce (commerce and service cloud).
- Proficient in Microsoft Office Suite.
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