GUCCI Client Advisor - Client Services

Job description

Summary
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 Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish 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.

Job Description

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 Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish 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 keeps relevant with brand information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends;
·  Understand customer needs and resolves cases to enhance brand loyalty;
·  Cultivate relationships and offers 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:

·  Fluency in Spanish and/or Portuguese (including speaking, writing and reading)
·  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: including weekends, evenings, and holidays.

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

EOE M/D/F/V

Job Type
Regular

Start Date
2022-05-16

Schedule
Full time

Organization
Gucci America Inc.