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Gucci - Client Advisor (Thai Speakers)

Gucci - Regular
Singapore - Singapore

Job Family Group Description - Supply Chain: Gathers pre- and post-production cycle jobs in fields such as resource planning, order management, logistics and distribution, warehousing and aftersales repair services. Job Family Description -After Sales and Customer Service: Responds promptly to customer inquiries, with in-depth knowledge of products, services and processes. Communicates with customers through various channels. Keeps records of customer interactions, transactions, comments and complaints in order to improve customer service efficiency and ensure a high level of customer satisfaction. Sub-Job Family Description - After Sales: Resolves technical difficulties and issues with our customers after a sale. Plays a pivotal role in strengthening the bond between customers and sales staff.

Role Mission

The Client Advisor will be responsible for providing day-to-day Omnichannel operational and customer-based services across the Gucci South Asia & Pacific Region. You will work both independently and cross-functionally to guarantee a successfully management of the order fulfilment process, ensuring the highest service level targets are met consistently and back-office procedures are optimized.

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

  • Full time
  • Asia
  • Singapore
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