Client Services Associate

POSITION OVERVIEW:

The Client Services Advisor is a member of the Client Services Center for Fendi Americas and is responsible for providing best-in-class customer service and omnichannel support to each client she or he interacts with. The Advisor will do so by listening and responding to each client in a personalized, efficient and effective manner by leveraging the resources available, as well as strong empathy and communication skills. This Advisor will be responsible for meeting and exceeding planned KPIs, including sales targets.

ESSENTIAL DUTIES & RESPONSABILITIES:

• Provide the Fendi customer and prospect with a positive and courteous experience in line with the brand values and professionalism across channels of communication and interactions
• Have a client-centric mindset and passion to connect with customers and resolve their issues and inquiries with outstanding service
• Understand and live the omnichannel mindset of providing customers with multiple and easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondence
• Escalate any customer issues that require further assistance or resources to the appropriate supervisor to ensure client satisfaction
• Align with Fendi policies, procedures and processes when handling customer interactions and communications
• Transmit brand awareness, product knowledge, personalized engagement and storytelling when communicating with customers
• Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments
• Drive to meet and exceed sales targets and planned KPIs
• Share best practices with managers and team members and promote innovative approaches to solve customer inquiries and develop relationships and sales
• Properly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needs
• Maintain a productive and excellent connection with members of the Fendi retail network

JOB SKILLS, REQUIREMENTS & ATTRIBUTES:

• Experience in luxury customer service (preferably retail, fashion technology companies or hospitality)
• Excellent communication skills, both written and verbal (including phone, video, email, live-chat)
• High motivation, energy and passion for customer service and customer-first mindset
• Strong problem-solving and sales negotiation skills
• Orientation towards results and procedures
• Ability to multi-task and strong organizational skills
• Preferred knowledge of Microsoft Office Suite and Systems (including Salesforce)
• Able to work a varied schedule including hours/days/nights/holidays and weekends
• Fluency in English required
• Proficiency in Spanish, French or Mandarin plus