B2C Customer Service Representative - Spanish Speaking

Position

Bulgari is one of the most prestigious brands and global players on the luxury market. We design, produce, distribute and sell high-end jewels, watches, perfumes and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10.000 exclusive perfumeries. Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group), global leader in the luxury sector.

Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organisation aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.

We employ over 170 people in Dublin within our Worldwide Logistic and Supply Chain Centre, we are looking for a: Customer Service Representative B2C – Spanish  Speaking.

Job responsibilities

What can you expect from your role?

• Sales - be comfortable identifying sales opportunities including upselling and cross selling.
• Client Relationship Management – looking after our valued clients by delivering a personal service at every opportunity ensuring brand success.
• Provide luxury, friendly, professional, and efficient service via inbound and outbound calls, live chat, emails, online reviews via WhatsApp and social media.
• Deliver “Wow factor” to our clients by listening attentively to their needs identifying the route cause and bring to final resolution.
• Follow department KPI’s as set by management.
• Identify and escalate issues appropriately.
• Provide feedback daily to the Head of Department on new issues and escalations.
• Document all interactions to track types of inquiries utilizing a CRM software.
• Identify and challenge any negative effects on the Customer Experience prior to new launches, promotions, mass mails and improvement projects.
• This role may involve Saturday shifts on a rotational basis and may include other days depending on business needs.

Key Responsibilities:

• Generate sale leads.
• Convert business opportunities to successful sales.
• Maintain relationships with current customers and build new ones.
• Achieve and exceed sales targets on a monthly and quarterly basis.
• Dealing with and answering customers queries.
• Account management.
• Administration and maintenance of relevant account records.
• Daily report on current retailers based on call schedule and weekly reports on progress to date in relations to targets.

Profile

Who are you?

Profile:

• Passionate about Customer Experience.
• Proven success record in a fast paced, constantly evolving sales and support environment.
• Strong communications skills, including exceptional writing and editing capabilities.
• Ability to demonstrate a continuous-improvement mindset.
• Patient and Empathetic.
• Strong Organisational Skills and ability to work toward agreed department targets: Sales, SLA’s and KPI’s.
• Ability to work under pressure and adapt quickly to adverse situations.
• Collaborative and Team Orientated.

Minimum Experience:

• Sales and Client Relationship experience in luxury or exclusive brand (Retail or e-commerce a distinct advantage).
• Ability to identify sale opportunities including upselling and cross selling.
• Customer Service experience in luxury hospitality industry, call center, contact center or IT Support, etc.
• Salesforce\SAP\MS Suite.
• Fluent in English, Spanish & an additional language is a bonus

We are looking for passionate people who can work as a team. Communication and collaboration is at the heart of our company and we are looking for someone who can excel in this environment.

This is a hybrid position working 35 days onsite per quarter at our Dublin office

Additional information

What about us?

• Our moto is “People Make the Difference”, we support you with reaching your potential.
• Be Creative and Innovative: your ideas are welcome, and we encourage you to share them.
• Deliver Excellence: as a luxury brand, we thrive to deliver the best experience in everything we do.
• Cultivate an Entrepreneurial Spirit: we offer a supportive environment to set-up you for success.
• We embrace Diversity & Inclusion, and we commit to treating all people with utmost respect, dignity and understanding
• We ensure Security, Health, Safety and Environmental procedures are always followed at all times with our certification ISO 45001.
• Our culture is focused on transparency, empowerment, continuous learning, and growth where our employees can demonstrate expertise and own projects.
• In Bulgari, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

We are proud to be an equal opportunity workplace dedicated to promoting diversity.