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GUCCI Client Services Associate

Gucci - Fixed Term (Fixed Term)
Firenze - Italy

Role Mission Reporting to the Team Manager, the Client Services Associate is responsible for providing Gucci clients with a unique experience while managing end to end customer enquiries & cases via phone, e-mail and chat.

Key Accountabilities
  • Manage in- and out-bound contacts related to and on behalf of the stores
  • Manage in- and out-bound contacts related to digital business (web and phone sales): product information, stock availability, order enquiries, returns and exchange, shipping information
  • Create long-term client relationships through Clienteling activities based on Company vision and client development strategy and tools.
  • Be fully aware and continuously up to date on product and brand information, collections, procedures and processes , encompassing all channels (digital, retail, outlets etc)
  • Perform as a team-player and contribute to the overall objectives ensuring a luxury omni-channel service
  • Support to complex customer cases of other Regions and other distribution channels
  • Enquiries from Instagram & Social media in general
  • Internal Requests from other departments including stores
  • Reporting & Analysis

Job Requirements: 

  • Min 2 years experience in a Client Services or Retail / Hospitality environment
  • Knowledge of fashion/luxury retail business and eCommerce space is a plus
  • Excellent interpersonal, communication and written skills are a must, as well as the ability and willingness to entertain proficient relationships with customers
  • Being able to deal effectively with people who may be worried, frustrated or angry
  • Must be creative, proactive and analytical, with good problem solving and decision-making skills
  • Ability to manage customer relationships in a highly diversified, constantly changing environment and remain calm under pressure
  • Ability to build and maintain positive and healthy relationships with all colleagues, clients and all other departments/partners
  • Must be able to work independently and proactively taking ownership of assignments and seeking creative solutions
  • Must be organised, flexible, collaborative, adaptable to change, and able to multi task in a fast-paced and diverse environment
  • Selling skills, KPI and performance driven individual
  • Driven by client mindset and striving towards delivering an excellent service to our Clients
  • Fluent in English, and good knowledge of a second or a third language is a plus. Alternatively, good in English and fluent in one of the following languages: German, French and Spanish
  • Full time
  • Europa
  • Italy
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