Client Advisor

Job description

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

YOUR MISSION:
Within the Relations Center, manages a team of Ambassadors and closely monitors the quality of service they provide to ensure that it is in line with the defined KPIs.

HOW WILL YOU MAKE AN IMPACT?

- Manage a team of Ambassadors within the Relations Center, ensuring the quality of service aligns with defined KPIs.
- Provide detailed product/service information and address complex customer inquiries.
- Record and process custom/special orders, coordinating with additional resources as needed.
- Handle advanced issue escalations promptly, providing managerial approvals when necessary.
- Develop and implement customer contact plans to communicate product launches and engage potential customers in sales campaigns.
- Act as the primary contact for customer queries and complaints, resolving issues or escalating them as appropriate.
- Set clear objectives for sales calls or meetings, using standard materials to present to customers and evaluate their interest.
- Support customer renewals through exceptional service, assisting sales teams as required.
- Monitor team members' use of the CRM system, resolving standard issues and escalating as needed.
- Identify and report instances of noncompliance with organizational policies and regulatory codes within the team.
- Participate in assessment and development planning activities, formal and informal training, and coaching to enhance personal capabilities.
- Assign short-term work schedules to team members to meet expectations within established timelines.
- Use performance management systems to improve personal and team performance, taking corrective actions to ensure timeliness and quality.
- Provide operational support services and occasionally act as a first-line supervisor in a transactional operations area.
- Maintain an understanding of relevant technology, external regulations, and industry best practices through ongoing education and professional development.
- Ensure compliance with the company's diversity and inclusion guidelines in all job responsibilities and interactions.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?
Short-Cycle Tertiary Education
Experienced practitioner able to work unsupervised.