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- GUCCI Client Advisor - Client Services
08/30/2023
GUCCI Client Advisor - Client Services
Gucci - Regular
Jersey City - United States of America
If you are a Dream-maker, this is the place for you. Together, we’ll create the real fabric of Gucci. A community of people united by the same passion: breaking new ground in the fashion world and beyond.
Role Mission
The Client Services team is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree omni-channel client experience.
The Gucci Client Services Client Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. The Client Advisor will be responsible from start to finish, for the oversight of 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 keep relevant with brand information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions, and marketing trends;
- Understand customer needs and resolve cases to enhance brand loyalty;
- Cultivate relationships and offer 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
- 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 which includes weekends, evenings, and holidays.
Key Pillars for Ways of Working
- Execute the mission of the role with a Radically Client-Centric mindset;
- Approach activities and relationships with a methodology that promotes Flat, Connected and Fast ways of collaborative working;
- Be Relentlessly Creative and approach challenges with an innovative mindset;
- Demonstrate that Everyone is an Owner through thoughts, actions, and behaviors.
Key Behaviors to Amplify What We Do
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
Accessibility
Our Gucci community is committed to providing a culture of inclusivity and accessibility in all aspects of the employee life cycle – starting with the candidate experience. If you are interested in becoming a Gucci Dream-maker and applying for employment and require a reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at accessibility.americas@gucci.com. When contacting us, please provide your contact information, the role you have applied to, and the nature of your accessibility issue. Please only send inquiries concerning requests for reasonable accommodations.
Salary Range – Jersey City
For individuals assigned and/or hired to work in Jersey City, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This considers the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled.
A reasonable estimate of the current base salary range is $23 USD to $26 USD.
Eligible employees may also participate in an employee benefits program.
Benefits include:
- Medical
- Dental
- Vision
- Paid Time Off (PTO)
- 401K
EOE M/D/F/V
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.