Position
As a Client Services Advisor (CSA), you will anticipate and manage the enquiries from our Clients and through appropriate clienteling, meet their needs through relevant product recommendations and upselling.
Our Clients will engage via an omni channel platform where the CSA will be expected to be resourceful and develop relevant solutions to clients by utilizing resources to fulfill their queries and purchases.
Profile
Job Responsibilities
- Build sound knowledge of clients during interactions via the various channels in the platform, to ensure a personalized interaction and ultimately establish credible rapport
- Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established
- Address general and product-specific inquiries from our clients and provide clear and concise information as needed
- Use tools and resources to identify and anticipate client needs, in a commitment to maintain a first point of contact resolution
- Achieve our day to day operational client service requirements within the established objectives:
- Sales Targets
- Clienteling
- Quality Standards
- Productivity
- Compliance Regulations
- Represent the brand in a professional manner that builds on client experience
- Actively seek for the latest and most updated information relative to lifestyle and luxury needs and trends to be able to support and understand the needs of our clients
Additional information
Required Competencies
- Strong ability to multi-task and prioritize tasks in a fast-paced environment
- Sales driven with excellent client servicing skills
- Bilingual with high proficiency in English (spoken and written)
- Self motivated, highly resourceful and solution-oriented
- Strong problem solving skills with an innovative mindset; always looking for new ways to enhance client experience
- Minimum of 3 years experience preferably in a call center environment but not necessary (ideally with experience in the luxury segment)
- Exposure to platforms that supports Calls, Emails, Chats, Social Media
- Working knowledge of MS Office applications
Working Hours Requirement
Rotational shift including Saturdays, Sundays and Public Holidays
