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GUCCI Client Solutions Specialist - Client Services

Gucci - Regular
Jersey City - United States of America

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 Solutions Specialist is a dedicated & highly motivated individual who optimizes each touchpoint within the client’s post-purchase journey. You will resolve client concerns, guiding clients through the after sales process, and recommending solutions utilizing the Company’s coverage policy. The Specialist is an excellent communicator who will nurture the client relationship to foster loyalty and build trust, resulting in high quality customer support and a premium client experience.

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 Solutions Specialist is a dedicated & highly motivated individual who optimizes each touchpoint within the client’s post-purchase journey. You will resolve client concerns, guiding clients through the after sales process, and recommending solutions utilizing the Company’s coverage policy. The Specialist is an excellent communicator who will nurture the client relationship to foster loyalty and build trust, resulting in high quality customer support and a premium client experience.

Key Accountabilities

  • Responsible for receiving client post-purchase inquiries via phone & email through all channels and categories, that include all service, technical, repair and estimate inquiries to ensure deliver of responses in a professional, and timely manner;
  • Act as client support-system and single point of contact through client journey, delivering the luxury experience through timely & proactive follow ups;
  • Resolve client product concerns by determining the cause of the problem and leveraging policy, tools, and resources to provide the best solution;
  • Develop expert product knowledge, service offerings and understanding of brand policies & procedures to deliver immediate feedback & solutions;
  • Responsible for execution of ticket management through After Sales, ensuring department SLAs are met through timely management and monitoring of tickets through the full life cycle;
  • Utilize Salesforce and internal systems to accurately track all client touch points, providing end-to-end support to clients & retail through full life cycle of the ticket & case journey
  • Support the retail network with after sales inquiries across all categories with explanation of repair estimates, spare parts pricing, including retrieval of payment from client when applicable;
  • Partner with Client Solution Manager to identify areas to streamline processes & to eliminate bottlenecks

Key Requirements

  • Minimum of 2+ years of Customer Service/After Sales services relevant experience;
  • Possess strong problem-solving skills and ability to multi-task while working in a fast-paced environment;
  • Strong verbal, written communication skills and excellent organizational skills;
  • Ability to display patience, empathy, and positivity towards clients;
  • Strong attention to detail & process driven;
  • Ability to multitask, prioritize and manage time effectively;
  • Familiar with CRM systems and practices, knowledge of Salesforce is a plus;
  • Proficiency with Microsoft Office software including Word, Excel, PowerPoint, Outlook.

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

Employment Status:

  • Full time (40+ hours a week)

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.

EOE M/D/F/V

  • Full time
  • 北米
  • United States of America
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