Offers “Richemont”

27 days agoRichemont

Omni Channel Client Advisor

  • Los Angeles, USA

Job description

At Piaget Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

Omni Channel Client Advisor

Piaget | Rodeo Drive, Los Angeles, CA

 

 

PRIMARY DUTIES & KEY RESPONSIBILITIES

 

Primary Duties:

 

The mission of an Omni Channel Client Advisor is to deliver an exceptional experience for all clients. As an Omni Channel Client Advisor you will be focused on delivering a high-quality omnichannel service (boutique and eCommerce) that meets the needs and expectations of each of our clients across their different journeys, from pre-sales to after-sales.

 

 

Key Responsibility 1: Daily eCommerce and Boutique Sales and Operations

·  Assist clients with excellent customer service skills, maintaining Piaget's highest standards
·  Drive sales through professional and courteous client interactions.  Handle all inbound calls and greet all customers in a timely, professional, and engaging manner.
·  Provide the Piaget spirit in written responses to customers’ inquiries via email, messages, chat, and social media
·  Welcome clients into the boutique: define and recruit prospects
·  Achieve sales targets and KPIs while proactively developing a Piaget client base
·  Ensure the client’s experience remains consistent throughout the process of sales and after-sales. Translate service to sales where appropriate
·  Follow and consistently implement all required procedures, standards and policies as outlined in the Retail Book, Sunrise Chapters, and CRC Knowledge Base
·  Actively participate in boutique animations and events to entertain and recruit clients
·  Foster client experience as it relates to competitive brand treatments and offerings
·  Support the management in any back of house/administrative operations as requested.

 

Key Responsibility 2: Client Relationship & Development

·  Resolve client challenges with the highest professionalism, promptly and successfully by investigating problems, developing solutions, and making appropriate recommendations to Piaget Management
·  Demonstrate the refined luxury lifestyle of Piaget through customer service, attitude, personal grooming, dress code and behavior at all times
·  Build lasting relationships with clients by delivering first-interaction resolution and taking ownership of every scenario
·  Ensure daily client outreach and a confidence for providing outbound calls, emails and text messages to cultivate a strong client connection
·  Partner with Manager(s) with CRM campaigns, gifting strategies, client treatment
·  Partnering with Manager(s) to strategize a daily/weekly/monthly follow up game plan
·  Consistently and accurately capture client data for relationship building, client knowledge rate, effectively utilizing the tools that are available
·  Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain an understanding of client needs and motivations

 

Key Responsibility 3: Piaget Identity and Expertise

·  Maintain a high knowledge of all products of Piaget as well as competition
·  Develop a detailed knowledge of Piaget’s history, creations, and best practices
·  Apply Piaget specific training in all aspects of sales and client services
·  Actively take part in training provided by Piaget, self-learning, RNA performance, and compliance modules
·  Understand and comply with all security and operational policies and procedures for the Group, Piaget, CRC and Boutique
·  Proactively gather feedback and provide innovative insight to Piaget management based off case-by-case scenarios

 

Key Responsibility 4: Effective Communication

·  Must have a strong level of communication across multiple channels and with local and global partners
·  Ability to gather feedback and provide innovative insight to management based off case by case scenarios
·  Be proactive in building strong synergies and collaboration with the Boutique network as well as HQ Piaget Partners to offer seamless experience to our clients 
·  Provide and be open to constructive input for further development of yourself, your team and our department
·  Share ideas and recommendations to management in development of individual business.

 

Key Responsibility 5: Stock Control and Visual Merchandising

·  Control inventory quality (scratches, movements, batteries for quartz watches) maintaining exceptional selling conditions.
·  Participate and support in all boutique inventory activities—daily, weekly, monthly, yearly
·  Implement and follow all standards as per the Piaget Boutique Visual Merchandising guidelines
·  Actively ensure merchandise presentation reflects VM standards and general cleanliness of the boutique at all times

 

DIMENSION

 

Geographical Area Under Responsibility: Boutique in-store/hybrid

Headcount Supervised: n/a

 

JOB PROFILE

 

Education: Bachelor’s degree preferred but not required

 

Required Experience: 2+ years in a contact center/customer service environment, hospitality, retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.

 

Technical Skills/Abilities:

·  Experience in eCommerce, luxury retail sector with a watchmaking background preferred.
·  Must display a high level of maturity, poise, and sound business judgment to work with luxury while prioritizing clients’ needs.
·  Ability to quickly absorb extensive information on our brands’ history, product offerings, and communications/advertising program
·  Being able to prioritize case management within different running systems.
·  Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
·  Proficiency with Microsoft Office
·  Experience using Salesforce, CRM, or other comparable email and chat management tools a plus
·  Additional preferred abilities include:
·  SAP knowledge
·  Comfort with virtual and video-based client interactions and sales
·  Cultural intelligence and languages a plus

 

Personal Skills:

·  Excellent verbal and written communication skills 
·  Client-focused 
·  A passion to assist, whether with clients, internal partners, developing teams 
·  Developing, promoting, and communicating empathy for clients and partners 
·  Ability to handle highly sensitive clients and situations while staying solution oriented
·  Strong understanding of formal and informal etiquette and manners 
· 
·  Organized and efficient for day-to-day operations 
·  Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player with ability to communicate with Radical Candor
·  Willingness to work flexible working hours that fit business needs including a retail schedule-weekends and holidays
·  Must be able to lift up to 5 lbs and manipulate cases, fixtures, trays, etc.

 

Piaget offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

 

At Richemont, We Craft the Future!

 

Expected Salary Range: $25 - $29/hourly

Salary will be negotiated based on relevant skills and experience.

Make every future a success.
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