GUCCI Client Advisor - Client Services
Gucci - Regular
Jersey City - United States of America
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
- Full time
- North America
- United States of America