Client Service Advisor

4 settimane fa

Milano, Italia Prada A tempo pieno

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.- Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.**JOB PURPOSE**RESPONSIBILITIES**

***
- Embrace a culture that puts the client experience first and foremost
- Execute strategies that drive client retention and engagement
- Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
- Responding efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
- Seize opportunities to upsell products when they arise
- Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
- Work to resolve all issues affecting clients orders quickly and in a professional way by communicating with boutiques and concessions
- Engaging in active listening with callers, confirming or clarifying information and defusing angry clients, as needed
- Partner with Client Service Team Leader to escalate incidents as appropriate
- Partner with Store Operations in supporting the management of client queries, including complaints, requests for post-sale assistance, availability and other merchandising request
- Frequently attend educational seminars to improve knowledge and performance level
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent Client Service
- Be the voice of our Groups Client Service team, by providing a high level of luxury service

**KNOWLEDGE & SKILLS**
- Fluency in German- Passion to connect with clients and cultivate personalized relationships to drive sales- Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice- Understanding of company products, services, and policies- Proficiency with computers, especially with CRM software, and strong typing skills- Ability to ask inquisitive questions and defuse tense situations- Strong time management and decision making skills- Adaptability and accountability**ZIEL DER STELLE**
- Ein Mitglied des Kundendienstteams, das Kundenkontakte (Anrufe, Chats, E-Mails) betreut und Omnichannel-Kundeninteraktionen für die EMEA-Region von Prada und Miu Miu verwaltet. Dabei werden auch die funktionsübergreifenden Interaktionen mit den Geschäften in der EMEA-Region und den Unternehmensabteilungen verwaltet, um ein personalisiertes Kundenerlebnis zu gewährleisten.**AUFGABEN**

***
- Förderung einer Kultur, in der das Kundenerlebnis an erster Stelle steht.
- Umsetzung von Strategien, die Kundenbindung und -engagement fördern.
- Maximierung der Nutzung des Kundenbeziehungsmanagementsystems bei gleichzeitiger Unterstützung der Kunden per Telefon, E-Mail, Live-Chat, sozialem Netzwerk und SMS.
- Verfolgung eines authentischen Ansatzes für die Kundenbetreuung und Aufbau langfristiger Kundenbeziehungen durch Personalisierung des Kundenerlebnisses an jedem Kontaktpunkt.
- Effizientes und genaues Reagieren auf Kunden, Erklären möglicher Lösungen und Sicherstellen, dass sich die Kunden unterstützt und wertgeschätzt fühlen.
- Ergreifen von Gelegenheiten zum Upselling von Produkten, wenn sich diese ergeben.
- Unterstützung der Kunden bei allen Fragen nach dem Kauf, einschließlich Lieferung, Rückgabe, Reparatur und Rückerstattung.
- Sich um eine schnelle und professionelle Lösung aller Probleme bemühen, die die Kundenbestellungen betreffen, indem man mit den Geschäften und Konzessionen kommuniziert.
- Aktives Zuhören bei Anrufern, Bestätigen oder Klären von Informationen und Entschärfen von verärgerten Kunden, falls erforderlich.
- Zusammenarbeit mit dem Client Service Team Leader, um Vorfälle gegebenenfalls zu eskalieren.
- Zusammenarbeit mit Store Operations bei der Bearbeitung von Kundenanfragen, einschließlich Beschwerden, Anfragen zur Unterstützung nach dem Verkauf, Verfügbarkeit und anderen Merchandising-Anfragen.
- Häufige Teilnahme an Weiterbildungsseminaren zur Verbesserung der Kenntnisse und des Leistungsniveaus.
- Verständnis und Bestreben, die Call-Center-Kennzahlen zu erfüllen oder zu übertreffen und gleichzeitig einen ausgezeichneten, konsistenten Kundenservice zu bieten.
- Die Stimme des Kundenservice-Teams unserer Gruppe zu sein, indem man ein hohes Maß an Luxus-Service bietet.

**KENNTNISSE UND FÄHIGKEITEN**
- Fließende Beherrschung von Deutsch- Leidenschaft, mit Kunden in Kontakt zu treten und persönlic

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