Client Advisor, Client Services

Job responsibilities

As a Client Advisor, Client Services, you will manage client enquiries across multiple channels, anticipating their needs and providing tailored recommendations with cross-selling. By building trusted relationships and using available resources effectively, you will deliver exceptional experiences and seamless solutions to clients.

Client Excellence

• Build sound knowledge of clients during interactions via the various channels on the platform, to ensure a personalized interaction and ultimately establish a credible rapport.
• Deliver outstanding service on both inbound and outbound engagements (approx. 50% each).
• Understand client needs to recommend suitable products, including cross-selling and upselling.
• Support product launches, campaigns, and outreach initiatives using clienteling tools (e.g. ICON app).
• Handle inquiries, requests, and feedback using expected service language with clarity and empathy, ensuring timely resolution or escalation.
• Share client feedback and complaints with managers to support continuous improvement.
• Assist with back-of-house activities such as product receiving, quality checks, order processing, packing, and shipping.

Operational Excellence

• Meet daily objectives across sales targets, service SLAs, productivity, and service standards.
• Comply with all regulations, especially around client data and personal information.
• Apply operational guidelines and processes consistently in daily work.

Service Excellence

• Contribute to team success by consistently meeting quality and Post-Call survey targets.
• Represent the brand professionally and leave clients with a positive impression after every interaction.
• Maintain strong product knowledge to confidently support client needs.
• Stay informed on luxury lifestyle trends and competitor offerings to anticipate client expectations.

Profile

• Client-Centric with Tailored Solutions: You are passionate about understanding client needs and proactively recommending product that enhance their experience and deliver meaningful value.

• Proactive & Resourceful: You anticipate challenges and find solutions independently, using available tools and resources effectively.

• Professional & Approachable: You represent the brand with confidence and empathy, leaving clients with a positive impression.

• Communicative & Collaborative: You listen actively, convey information clearly, and work as a team to achieve shared goals.

• Adaptable & Agile: You are able to work in shifts, thrive in a dynamic environment, embracing change and managing multiple channels with ease.