The Client Success Specialist is a pivotal role that is responsible for ensuring an exceptional after-sales service experience, upholding the unparalleled standards of luxury service that define Tiffany & Co. The Client Success Specialist will be the primary point of contact for complex client inquiries, particularly those related to repairs, adjustments, and will play a critical role in maintaining client satisfaction and loyalty.
Key Responsibilities:
- Client Relationship Management: Cultivate and maintain strong relationships with clients, providing personalized and proactive support. Understand individual client needs and preferences to deliver tailored solutions.
- Issue Resolution & Escalation Management: Expertly manage escalated client concerns and delicate situations with grace and professionalism, particularly those involving unhappy clients and items undergoing repair. Transform potentially negative experiences into positive outcomes through effective communication, problem-solving, empathy and de-escalation tactics.
- Client Expectation Management: Clearly communicate timelines, processes, and potential outcomes to clients, setting realistic expectations and ensuring transparency throughout the service journey.
- The three core aspects that the Client Success Specialist is responsible for are creating both online and letter detailed estimates ensuring all technical information is accurate and all aspects of the client’s request are met, taking client calls in a timely manner to maintain service level requirements and responding to client emails thoroughly, efficiently and timely to maintain service level requirements.
- Product Knowledge & Development: Maintain an in-depth understanding of Tiffany & Co. products, materials, and services, including new developments and service offerings. Continuously update knowledge to accurately advise and assist clients.
- Feedback Integration: Actively solicit and analyze client feedback to identify recurring issues, suggest improvements to service delivery, and contribute to the continuous enhancement of client experience.
- Collaboration: Work collaboratively with cross-functional teams, including repair services, sales, and logistics, to ensure seamless communication and efficient resolution of client requests.
- Documentation: Maintain accurate and detailed records of client interactions, service requests, and resolutions within our repair and CRM system.
Required Qualifications:
- High school diploma or equivalent
- Minimum 2 years business experience with strong operational background
- Proven experience working within a luxury environment, demonstrating an understanding of discerning client expectations and service standards.
- Exceptional written and verbal communication skills, with a proven ability to craft clear, concise, and professional business correspondence.
- A strong passion for helping others succeed and a natural inclination towards empathetic problem-solving.
- Demonstrated ability to manage client expectations effectively and navigate challenging client interactions with composure.
- Strong analytical thinking skills, capable of dissecting complex issues and devising effective solutions.
- Ability to adapt quickly to product developments and service enhancements.
- Proficiency in relevant CRM (client relationship management) software and Microsoft Office Suite.
Preferred Qualifications:
- Experience in client care, client service, or client success role within the jewelry or luxury retail sector.
- Familiarity with repair processes and after-sales service in a luxury context.
- Experience working in client facing technical, or luxury retail environment.
- Knowledge in AS400, MIPS, POS or Salesforce
The hiring range for this position ranges from $21 - $28/hr. The rate of pay offered will depend upon candidates’ relevant skills and experience.
