GUCCI Client Advisor

2 weeks ago

New York, United States CareerBuilder Full time

Summary 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 successful management of the order fulfillment process, ensuring the highest service level targets are met consistently and back-office procedures are optimized.

Job Description 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 areas

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

Job Type
Regular

Start Date
2023-05-16

Schedule
Full time

Organization
Gucci Singapore

Founded in Florence, Italy, in 1921, Gucci is one of the worlds leading luxury brands. Following the Houses centenary, Gucci forges ahead into the next hundred years, continuing to redefine luxury while celebrating the creativity, Italian craftsmanship, and innovation at the core of its values. Gucci is part of the global luxury group Kering, which manages the development of a series of renowned Houses in fashion, leather goods, jewelry, and eyewear. Gucci is committed to building a diverse workforce. We believe diversity in all its forms gender, age, disability, race, ethnicity, nationality, culture, religious beliefs and sexual orientation enriches the workplace. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background. Discover more about Gucci at www.gucci.com.

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