Summary
Provide omnichannel guest support for e commerce and retail channels, delivering personalized luxury service via phone, live chat, email and digital platforms. Collaborate with retail, operations, IT, CRM and merchandising teams to resolve inquiries, drive sales and maintain high customer experience metrics.
Responsibilities
- Respond to guest inquiries across phone, live chat and email with a personalized and professional approach.
- Achieve and exceed KPIs including clienteling sales targets and NPS scores.
- Conduct proactive CRM outreach and maintain accurate records in relevant systems.
- Collaborate with retail stores and internal teams to ensure seamless guest experiences.
- Assist with order verification and potential fraud checks to ensure secure fulfillment.
- Share best practices and feedback to support quality assurance and continuous improvement.
- Participate in product training and store visits to stay informed on product knowledge.
- Leverage technology and CRM tools to enhance customer interactions and outcomes.
Requirements
- Proven luxury customer service experience, preferably in retail, fashion, technology or hospitality.
- Exceptional written and verbal communication skills for multichannel engagement.
- Experience with CRM systems such as Salesforce and familiarity with payment processing and softphone technologies.
- Strong problem solving, negotiation and sales skills with a results oriented mindset.
- Highly organized, able to multitask and adapt in a fast paced environment.
- Ability to work varied schedules including days, nights, weekends and holidays.
- Fluency in English; proficiency in Spanish, French or Italian is valued.
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