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:
Main Responsibilities
Responsibilities include but are not limited to the following:
- Provide 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 service excellence
- Understand 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 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 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 retail team members across the zone
Profile
Job Requirements
- Related experience in customer service preferably retail, fashion technology companies or hospitality
- Excellent verbal and written communication skills (including phone, video, email, live-chat) in English and a second language
- High motivation, energy and passion for customer service and customer centric mindset
- Strong problem-solving and sales negotiation skills
- Result oriented
- Ability to multi-task with strong organizational skills
- Preferred 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
