Position:
Mission
The Client Services Advisor is based in Client Services Hub for Fendi Southeast Asia & Australia.
He/she is responsible for providing best-in-class customer service and omnichannel support to each client whom he/she interacts with.
The Client Services 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.
He/she will be responsible for meeting and exceeding planned KPIs, including sales targets.
Job responsibilities:
Main Responsibilities:
Responsibilities include but are not limited to the following:
Main Responsibilities
Provide Fendi customer and prospect with a positive and courteous experience in line with the brand values and professionalism across channels of communication and interactionsHave a client-centric mindset and passion to connect with customers and resolve their issues and inquiries with service excellenceUnderstand and live the omnichannel mindset of providing customers with multiple easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondenceEscalate any customer issues that require further assistance or resources to the appropriate supervisor to ensure client satisfactionAlign with Fendi policies, procedures and processes when handling customer interactions and communicationsTransmit brand awareness, product knowledge, personalized engagement and storytelling when communicating with customersBalance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointmentsDrive to meet and exceed sales targets and planned KPIsShare best practices with team members and promote innovative approaches to solve customer inquiries and develop relationships and salesProperly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needsMaintain a productive and excellent connection with retail team members across the zone Profile:
Job Requirements
Related experience in customer service preferably retail, fashion technology companies or hospitalityExcellent verbal and written communication skills (including phone, video, email, live-chat) in English and a second languageHigh motivation, energy and passion for customer service and customer centric mindsetStrong problem-solving and sales negotiation skillsResult orientedAbility to multi-task with strong organizational skillsPreferred knowledge of Microsoft Office Suite and Systems (including Salesforce)Flexibility to work varied schedule on nights/ public holidays / weekends Where necessary due to operational needs or project demands.Proficiency in a third language is a plus