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2 settimane fa
Position Overview:
Fendi is seeking a highly motivated and experienced customer service professional to join our Client Services Hub as a Fendi Luxury Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service and support across all communication channels.
Main Responsibilities:
- Provide luxury customers with a personalized and efficient experience in line with Fendi brand values and professionalism.
- Balance inbound customer outreach with outbound customer outreach to generate sales and develop client relationships.
- Have a client-centric mindset and resolve customer issues and inquiries with outstanding service.
- Understand and embody the omnichannel mindset, assisting customers in finalizing their purchases in multiple and easy ways.
- Drive to meet and exceed sales, quality targets, and KPIs.
- Transmit brand awareness, product knowledge, personalized engagement, and storytelling when communicating with clients.
- Properly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needs.
- Regularly provide quantitative and qualitative reports on activity performed.
- Share best practices with managers and team members and promote innovative approaches to solve customer inquiries and develop relationships and sales.
- Maintain a productive and excellent connection with members of the Fendi retail network and relevant internal offices.
Profile:
You will have the following attributes:
- Minimum 3 years experience in luxury client service (preferably retail, fashion technology companies, or hospitality industries).
- Excellent communication and storytelling skills, both written and verbal (including phone, video, email, live-chat).
- Proven ability to sell by phone.
- High motivation, sales-driven approach, energy, and passion for customer service and customer-centric mindset.
- Willing to work a varied schedule including hours/days/nights/holidays and weekends.
- Ability to work in a team.
- Fluency in English (spoken and written).
- Fluency in German (spoken and written).
- Proficiency in French is a plus.
- Strong problem-solving skills with an innovative mindset; always looking for new ways to enhance client experience and maximize sales.
- Proficient in relevant computer applications (e.g., MS Office applications), excellent data entry, and typing skills. Proficiency in Salesforce is a plus.
