Summary
The Client Success Specialist delivers exceptional after-sales service as the primary point of contact for complex client inquiries related to repairs, adjustments, and service issues. The role manages escalations, sets clear timelines and expectations, and works to preserve client satisfaction and loyalty. It requires crafting detailed estimates, timely handling of client calls and emails, and coordinating with repair, sales, and logistics teams to resolve requests.
Responsibilities
- Cultivate and maintain strong, personalized client relationships and anticipate client needs.
- Manage escalated client concerns and delicate situations with empathy, de-escalation, and problem-solving.
- Communicate timelines, processes, and potential outcomes to set realistic client expectations.
- Create detailed online and letter estimates ensuring technical accuracy and completeness.
- Respond to client calls and emails promptly to meet service level requirements.
- Maintain product and service knowledge and integrate client feedback to improve service delivery.
- Collaborate with repair services, sales, and logistics and document interactions in CRM and repair systems.
Requirements
- High school diploma or equivalent.
- Minimum 2 years of business experience with a strong operational background.
- Experience in a luxury environment with an understanding of discerning client expectations.
- Exceptional written and verbal communication skills and strong empathy for client-centered problem-solving.
- Ability to manage client expectations, analyze complex issues, and adapt to product and service changes.
- Proficiency with CRM software and Microsoft Office.
- Preferred: client care or after-sales experience in jewelry or luxury retail; familiarity with repair processes; knowledge of AS400, MIPS, POS or Salesforce.
