Clienteling eCommerce Online Sales Associate (OSA), Gucci - New York

Job description

Role Mission

The Clienteling eCommerce Online Sales Associate is accountable for providing the highest level of client care. This individual will handle all aspects of order management, with a special focus on providing sales and customer service to VIPs via phone and email. The client service team is an in-house call center that works closely with other team members and departments, therefore, collaboration is a key part of the team's success.

Key Accountabilities

· Acquire and establish strong personal relationships with clients to build clientele and encourage customer loyalty;
· Consult with clients, VIPs and prospects regarding fashion trends and their individual needs;
· Drive revenue and customer satisfaction through customer acquisition, retention, and growth;
· Build spend levels of existing clientele to reach the VIP threshold;
· Serve as the point of contact for VIP clients;
· Provide high touch luxury service;
· Responsible for elevated the client experience and for being perceptive and responsive to clients' needs;
· Resolve order-related issues by liaising between client and internal/external groups (Warehouse/Repairs/Operations/Merchandising);
· High level of product knowledge, keeping current with product information and attending pre-season product training meetings;
· Assist with various operational and administrative tasks to ensure orders are monitored and processed in a timely manner;
· Identify opportunities, seek new initiatives, and participate in the development of functional and service enhancements in order to continue to elevate clients' on-line experience.

Desired profile

Qualifications :

Key Requirements

·  Luxury eCommerce sales and customer service experience working along high profile clients, with a keen understanding of luxury needs and expectations;
·  Outstanding luxury selling behaviors, listening and responding to customer needs;
·  Setting the standard for client services, ensuring the provision of the very best service levels at all times;
·  Team player with a positive can do attitude;
·  Experience meeting or exceeding revenue expectations;
·  Resourceful and creative problem solver;
·  Drives to meet and exceed sales goals and customer expectations;
·  Ability to prioritize and multi-task in a fast paced dynamic environment;
·  Open to learning and developing new skills and processes;
·  Effective English verbal, written and interpersonal communication skills;
·  Fluent in at least one other foreign language preferred, both written and spoken;
·  Excellent computer skills (Microsoft Suite/Salesforce);
·  Ability to work a flexible retail schedule: including some weekends, evenings, and key event days.

EOE M/D/F/V