GUCCI Client Advisor - Client Services

Role Mission:

Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360 degree Omni-channel client experience.  The Client Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish all customer inquiries which will vary across store calls, online orders, general questions and product information, with a special focus on cultivating sales and providing a high level of customer care to clients/Very Important Gucci Clients via phone, email and chat.  

Key Accountabilities:

• Provide exceptional online customer service support with excellent phone and/or written communication skills, resulting in maximizing online sales and a repeat client base;
• Manage customer cases providing support and information regarding eCommerce products, stock availability, order inquiries, returns, exchanges 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 including after sales policies and repair case management;
• Demonstrate passion for the brand and keeps relevant with brand information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends;
• Understand customer needs and resolves cases to enhance brand loyalty;
• Cultivate relationships and offers special, dedicated and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue;
• Ensure relevant administration is completed and distributed appropriately;
• Support quality assurance and shares product and website related client feedback;
• Cross collaboration with other Gucci partners, including stores in managing customer cases;
• Contribute towards the efficiency of the Client Services team and plays a key role in achieving the service level targets.

Key Requirements:

• French speaking preferred;
• 2+ years of previous retail, call center or hospitality experience;
• Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury needs and expectations;
• Outstanding luxury selling behaviors;
• Team player with a positive can do attitude;
• Experience meeting or exceeding revenue expectations;
• Resourceful and creative problem solver;
• Genuine curiosity and open to learning;
• Demonstrates a high level of energy, enthusiasm and empathy;
• Drives to meet and exceed sales goals and customer expectations;
• Ability to prioritize and multi-task in a fast paced dynamic environment with strong time management skills;
• Ability to work under pressure while maintaining a calm demeanor;
• Strong active listening, verbal and written interpersonal communication skills;
• Proficiency in multi languages highly desirable;
• Intermediate to advance computer skills with the ability to work with fast-paced systems handling multiple databases at the same time;
• Proficient in Microsoft suite and Salesforce
• Strong typing skills;
• Experience using social media preferred;
• Ability to work a flexible retail schedule: including weekends, evenings, and holidays.

Key Behaviors:

Explore

Considerate Thinker

• Sees the big picture and understands how own actions and decisions impact others and the organization as a whole

Solutions Developer

• Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions

Deliver

Accountable Achiever

• Actively gets things done, raising the bar for performance and taking accountability for own actions

Agile Advocate

• Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals

Connect

Connection Builder

• Builds trust-based relationships across boundaries and encourages collaboration
• Adapts own style to communicate impactfully

People Enabler

• Empowers others by providing autonomy and encouraging self-expression, valuing and amplifying each person’s uniqueness

Build

Continuous Learner

• Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort

Talent Builder

• Provides constructive and on-going feedback, coaches and helps others to achieve their full potential

Work Authorization:

• Qualified candidates must have the proper work authorization to work in the United States

EOE M/D/F/V