Summary
The Client Services Advisor supports eCommerce and client care functions from the support center in Long Island City, delivering elevated service across phone, email, live chat, and CRM platforms. This cross-functional role partners with retail, logistics, and repair teams to manage orders, returns, repairs, and escalations. The advisor meets SLAs and productivity and sales targets while providing personalized support to luxury clientele.
Responsibilities
- Deliver personalized client support via phone, email, live chat and CRM platforms (Salesforce, Genesys).
- Meet or exceed SLAs, productivity metrics, and sales targets.
- Manage order processing including label creation, shipping, returns, and omnichannel fulfillment.
- Coordinate repair workflow: provide estimates and quotes, process in/out of warranty repairs, and liaise with the workshop.
- Work with fulfillment warehouse and carriers on processing, shipping, escalations, and cancellations.
- Inspect incoming goods against invoices, record shortages or damages, and order spare parts as needed.
- Handle escalated and complex customer issues, troubleshoot customer-facing problems, and minimize escalations.
- Create invoices, send payment links, and maintain accurate client and order records.
Requirements
- Fluent in French and English; eligible to work in the United States.
- Bachelor’s degree or equivalent experience.
- Minimum 2 years experience in luxury retail, call center, or operations customer service.
- Experience with Salesforce (preferred) and proficiency in Microsoft Office.
- Ability to work Saturdays and operate multiple applications/dual monitors.
- Strong verbal and written communication, problem-solving skills, and ability to handle escalations under pressure.
- Warehouse/operations systems knowledge a plus.
- Self-starter with strong teamwork, attention to detail, and ownership mentality.
