Reporting to the Team Manager, the Client Services Associate is responsible for providing Gucci clients with a unique experience while managing end to end customer enquiries & cases via phone, e-mail and chat.
Manage in- and out-bound contacts related to and on behalf of the storesManage in- and out-bound contacts related to digital business (web and phone sales) : product information, stock availability, order enquiries, returns and exchange, shipping informationCreate long-term client relationships through Clienteling activities based on Company vision and client development strategy and tools.
Be fully aware and continuously up to date on product and brand information, collections, procedures and processes , encompassing all channels (digital, retail, outlets etc)Perform as a team-player and contribute to the overall objectives ensuring a luxury omni-channel serviceSupport to complex customer cases of other Regions and other distribution channelsEnquiries from Instagram & Social media in generalInternal Requests from other departments including storesReporting & Analysis
Job Requirements :
Native or near-native proficiency in German and knowledge of English requiredMin 2 years experience in a Client Services or Retail / Hospitality environmentKnowledge of fashion / luxury retail business and ecommerce space is a plusExcellent interpersonal, communication and written skills are a must, as well as the ability and willingness to entertain proficient relationships with customersBeing able to deal effectively with people who may be worried, frustrated or angryMust be creative, proactive and analytical, with good problem solving and decision-making skillsAbility to manage customer relationships in a highly diversified, constantly changing environment and remain calm under pressureAbility to build and maintain positive and healthy relationships with all colleagues, clients and all other departments / partnersMust be able to work independently and proactively taking ownership of assignments and seeking creative solutionsMust be organised, flexible, collaborative, adaptable to change, and able to multi task in a fast-paced and diverse environmentSelling skills, KPI and performance driven individualDriven by client mindset and striving towards delivering an excellent service to our Clients