Client Services Advisor (Support Center), Long Island City, Queens, New York

Position

What do we have to offer:

The Client Services Advisor will partner with the Client Services Team Lead and Sr. Manager, to offer the best-in-class experience to our clients, supporting Ecommerce and Client Care functions. This role will be cross functional with retail, logistics, CRM, and the repair workshop, in delivering an elevated and luxurious client experience across all touch-points. This role is located in Long Island City, New York (on-site).

Job responsibilities

• Deliver superior, personalized service to address client inquiries via all available channels including phone calls and emails, through RIMOWA’s CRM platforms SalesForce and Genesys
• Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner.
• Meet or exceed productivity and sales targets
• Foster customer relationships and deliver a positive experience across all omni-channel and client care activities, minimizing escalations
• Proactively utilize in-depth product and process knowledge to deliver an exceptional customer service experience.
• Partner with the fulfilment warehouse and carrier services on processing, shipping, returns, escalations and cancellations.
• Work cross functionally with the retail and after-care teams when supporting Ecommerce and Repair clients with RIMOWA’s lifetime guarantee, and facilitating repairs in / out of warranty, replacements, and online repair order requests
• Post purchase: assist with return processes, and omnichannel fulfilments.
• Assist clients via Live Chat and Online Repair forms+
• Provide estimates and quotes for repairs, shipping and delivery dates as requested.
• Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods.
• Order additional repair and spart parts as needed with coordination with the workshop, along with invoicing and sending payment links to clients
• Go the extra mile to engage and accommodate customers with orders on behalf, online orders, product inquiries and repairs
• Responsible for label creation for Ecommerce orders and repairs

Profile

We would like to speak to professionals that are eligible to work in the United States and possess a bachelor’s degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, call center, and operations environment with knowledge of customer service.

Additional information

Furthermore, we seek:

• Comprehensive understanding of luxury clientele and language
• Ability to work Saturdays.
• Warehouse/Operations back-end systems knowledge a plus
• Be able to follow instructions and adhere to policies and procedures.
• Experience in a related customer service or call center role a plus i.e., in a role that requires resolving issues, diffusing tense situations, and solving complex issues
• Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
• Ability to independently resolve complex and/or escalated situations
• Ability to navigate multiple computer applications and work from a dual monitor
• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
• Strong communication, verbal and analytical skills
• Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
• Ability to take initiative, ownership and accountability
• Pro-active, self-starter
• Preferred experience in Salesforce (commerce and service cloud)
• Proficient in Microsoft Office Suite

Compensation: $23/hr to $26/hr

LOCATION: Long Island City, Queens, New York