About The Job
Operational 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 extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established.
Achieve our day- to- day operational requirements within the established objectives and standards
Actively supports all new product launches, marketing campaigns and any other initiatives that drive
Adopt the required strategy to deliver expected targets are met in terms of sales and client experience; by:
Discovering our clients to understand their needs and lifestyle
Recommending relevant products to each client
Cross- selling and upselling
Outreach to clients; daring to propose silhouttes using tools such as wardrobing
Use tools and resources to identify and anticipate client needs, in a commitment to deliver a one- point contact resolution.
Address general and product- specific inquiries from our clients and provide clear and concise information as needed.
Handle and resolve client’s queries, requests, and feedback (including complaints) promptly and professionally; using the expected service language. Escalate to Team Manager as required.
Well- versed on the operational guidelines and processes
Track all clienteling activities using the ICON app to communicate with clients, build relationship, and convert.
All complaints, including those resolved during the call, must be shared with both Team Manager and Client Experience Manager; to provide an opportunity for the Client Services team to learn and consistently improve.
Our clients will engage via an omni channel platform where the CA is expected to deliver exceptional client experience whilst developing a trusted and connected relationship with them. The CA will be expected to be resourceful and develop relevant solutions to clients by utilizing relevant resources to fulfill their queries and purchases.
Service Excellence
Additional information
Profile
As a Client Advisor (CA), you will anticipate and manage the enquiries from our clients and through appropriate clienteling, meet their needs through relevant product recommendations and upselling.
Actively seek for the latest and most updated information relative to luxury lifestyle trends and other luxury brands’ product and services, to be able to support and understand the needs of our clients and their expectations.
As a brand ambassador, represent the brand in a professional manner that builds on client
Ensure that collectively as a team we achieve our Post- Call survey targets; or any other quality metrics consistently.
Strives to leave the client with a positive client experience after every contact
Have a sound understanding of our products and services to better fulfill clients s
Other Duties
Undertake project work and other reasonable duties as requested by the
Back of House Duties; such as, product receiving, checking of product condition, order processing, packing, shipping and etc
