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GUCCI Client Advisor (Viet Speaking)

Gucci - Regular
Singapore - Singapore

Through our new contemporary vision at Gucci we are inventing a wholly modern approach to fashion and redefining luxury for the 21st century. As part of the global luxury group Kering, we are committed to ‘empowering imagination’ in a sustainable manner and encouraging our employees to flourish. Join our passionate journey and fulfill your potential and creativity.

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

Key Requirements

  • 2-3 years of experience in Retail or eCommerce operations, client services or relevant experience
  • Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury customer needs and expectations
  • Excellent organizational skills and strong customer relationship skills
  • Strong interpersonal skills with an ability to work independently and effectively cross- functionally
  • Ability to prioritize and multi-task with a strong attention to detail and process
  • Proven experience with software programs including Microsoft Word, Excel, PowerPoint etc
  • Proficient in Microsoft software/Salesforce/ Manhattan/ AS400 will be advantage
  • General understanding of common eCommerce KPIs, target setting and external benchmarks
  • Fluent in English, knowledge of a second language is a plus
  • Ability to work a flexible retail schedule: including weekends, evenings, and holidays and key event days
  • Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
  • Interest and experience in high-end luxury fashion
  • Drives to meet and exceed sales goals and customer expectations
  • Ability to build relationships connect with others solve problems and impact and influence others
  • Resourceful and creative problem solver
  • Ability to prioritize and multi-task in a fast pace dynamic environment with strong time management skills
  • Ability to work under pressure while maintaining a calm demeanor
  • Internet savvy
  • Full time
  • アジア
  • Singapore
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