CLIENT SERVICES ADVISOR

YOUR WORK ENVIRONMENT

The Client Service Advisor will provide full-service support for Celine.com purchase orders, phone orders, manage the execution of marketing/ CRM operations, supporting stores as the first point of contact and to assist in omni-channel services and CSC's daily operations for South-East Asia & Oceania region.

Your impact

• Responsible for day-to-day running of the CSC ensuring service levels are met, issues/complaints are resolved properly and positively, and sales targets are achieved.
• Act as primary liaison for the local warehouse, follow-up on Celine.com orders (changes in status, back-orders, etc.). Ensure timely order processing, and communicate relevant updates on product, expected order volume, etc.
• Relay After Sales Care and Customer Care inquiries to appropriate resource and ASQ team
• Ensure performance visibility by providing regular updates on sales results and performance to management, including calls, email and social channels inquiries, returns, delivery, orders, etc.
  
  

Client Experience & Communication

• Provide a positive, courteous and pleasant customer experience. Demonstrate high professionalism in sharing CELINE's brand story and product knowledge when communicating with clients in all channels.
• Be proficient in advising clients on CELINE styling and wardrobe. Strive to discover the clients and their needs, and to guide them across the Brand.
• Resolve all escalated complaints, turning negative scenarios into a positive outcome/ opportunity.
• Build VIP sales through client development and establishing personal relationships, informing them about new product arrivals, programs, events.
  
  

Keys for Success

Experience:

• Minimum 3 years of experience in a call centre or service centre environment, preferably within the luxury retail industry
  
  

Competencies:

• Clear demonstration of a customer first mind-set
• Highly motivated, energetic and inspirational team leader
• Strong interpersonal skills and ability to provide feedback in a constructive and professional way
• Able to work a varied schedule/ shifts including hours/days/nights/holidays and weekends
• Demonstrate agility and ability to deal with ambiguity
• Proficient in Microsoft Office including MS Excel skills
• Salesforce knowledge is a plus
• Proven experience in communicating and influencing across job levels with both internal and external partner
  
  

Languages:

English, and proficiency of other language(s) will be an advantage

Other Information

Potential starting date: Jan 2025

OUR COMMITMENT

CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and where all our employees feel included developed and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants regardless of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talents and singularities.

Profile

CELINE, founded in 1945 by Cline Vipiana, is an iconic French Leather-Goods, Fashion & Couture House belonging to the LVMH Group. To have a chance of joining CELINE, you must thrive as a team player in a fast-paced environment amongst passionate, agile, and authentic people.