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    GUCCI Client Advisor

    Gucci - Regular
    Singapore - Singapore

    Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands..

    Job Description

    Key Accountabilities

    • Resolve order-related issues by liaising between client and internal/external groups (warehouse/UPS/repairs)
    • Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
    • Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline
    • Partner cross functionally with Gucci Administration Department and Fiscal Department to resolve performance issues linked to payments
    • Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
    • Initiate and follow-up with charge sends
    • Keep current with product information and attend pre-season product training meetings
    • Assist with various operational and administrative tasks
    • Contact clients to manage credit card declines and ensure daily sales goals are met
    • Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
    • Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
    • Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
    • Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs
    • Knowledgeable in company policies and procedures for different area
    • Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
    • Cultivate relationships and offers special, dedicated, and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue
    • Cross collaboration with other department, including DOS stores in order to manage customer request
    • Organize regular meetings to go over fraud rules and statistics with payment gateway
    • Monitor fraud trends and keep team updated
    • Open Kering Service ticket for client repair related cases
    • Assist client for placing phone order, send payment link to client and follow up till complete
    • Assist client on order information changing (item/customer information/ shipping address) or cancellation
    • Request and process stock transfer for order fulfillment
    • Arrange with shipping carrier for client return/refund request, to pick up the item for process
    • Ensure relevant administration is completed and distributed appropriately
    • Ad-hoc activities related to online client advisor function

    Key Requirements

    • 2-3 years of experience in Retail or eCommerce operations, client services or relevant experience
    • Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury customer needs and expectations
    • Excellent organizational skills and strong customer relationship skills
    • Strong interpersonal skills with an ability to work independently and effectively cross- functionally
    • Ability to prioritize and multi-task with a strong attention to detail and process
    • Proven experience with software programs including Microsoft Word, Excel, PowerPoint etc
    • Proficient in Microsoft software/Salesforce/ Manhattan/ AS400 will be advantage
    • General understanding of common eCommerce KPIs, target setting and external benchmarks
    • Fluent in English, knowledge of a second language is a plus
    • Ability to work a flexible retail schedule: including weekends, evenings, and holidays and key event days
    • Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
    • Interest and experience in high-end luxury fashion
    • Drives to meet and exceed sales goals and customer expectations
    • Ability to build relationships connect with others solve problems and impact and influence others
    • Resourceful and creative problem solver
    • Ability to prioritize and multi-task in a fast pace dynamic environment with strong time management skills
    • Ability to work under pressure while maintaining a calm demeanor
    • Internet savvy

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