Customer Care Specialist - Contract

Summary

As a B2C Care Advisor, you serve as the primary point of contact for clients, retail partners, wholesale accounts, and end consumers, delivering personalized, white-glove service across multiple channels. You will resolve complex inquiries, document interactions in the CRM, and collaborate with sales to identify upsell and retention opportunities. The role combines exceptional customer service with strategic clienteling to foster loyalty and drive business growth.

Responsibilities

• Provide white-glove service via calls, email, post, and live chat, delivering prompt and personalized responses.
• Address inquiries about products, orders, account management, and services, resolving complex issues within service level agreements.
• Document all customer interactions accurately in the CRM and maintain data integrity.
• Monitor and follow up on customer interactions to ensure full resolution and ongoing satisfaction.
• Collaborate with Sales to cultivate long-term client relationships and identify upsell and cross-sell opportunities.
• Leverage data insights to personalize service and inform business decisions.

Requirements

• Proven experience in a customer service or clienteling role with strong interpersonal and communication skills.
• Proficiency with CRM systems and customer service platforms.
• Strong organizational, analytical, and problem-solving abilities with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment and meet KPIs.
• Demonstrated ability to build rapport and deliver a luxury brand experience.