GUCCI Client Advisor (Client Services)

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

Requirements
Functional

• 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

Behavioural

• (Talent Builder, People Enabler) Exceptional at coaching others and helping people across the organisation to realize their potential. Removes barriers and provides freedom to act
• (Considerate Thinker) Thinks in a connected way, understanding how own decisions impact others
• (Solution Developer) Generates insights from a wide-range of available internal and external trends and turns them into effective strategies and programs
• (Connection Builder) Work beyond hierarchy, to build bridges and brings people to work collaboratively. Communicates impactfully and adapts messaging in a way that it inspires others to act.
• (Agile Advocate) A flexible mindset, at ease with changes and new ways of working. Is energized by an environment that operates in ambiguous and volatile conditions
• (Accountable Achiever) Makes things happen with and through others and takes accountability for own actions
• (Continuous learner), is self-aware. Seeks feedback, stays curious