Client Advisor (Retail Account)
Your role as a Client Advisor will be to assist with client inquiries in a timely, professional and courteous manner, act as an information resource, solve problems, communicate effectively, interact with various departments and demonstrate a commercial mindset and client-centric attitude.
Our Client Advisor for this Pioneer Retail Account will perform the following tasks:
- Answer customer inquiries received through email, WhatsApp, Instagram and Facebook; demonstrating strong written communication skills with a command of the English language and grammar.
- Demonstrate luxury level customer service by providing thorough, accurate and up-to-date information on the brand, product, services, partnerships and initiatives.
- Assist with client orders, returns and online account issues; including but not limited to, order placement, cancelations, quality, shipping, profile information and website navigation.
- Assist clients with product selection and purchase by providing customised recommendations on styles, colours, personalisation and gift giving ideas.
- Resolve client issues and complaints in a timely and appropriate manner to ensure high client retention and satisfaction.
- Drive sales and repurchase through proactive selling, up-selling, cross-selling and clienteling.
- Identify and escalate emerging trends in product and client dissatisfaction.
- Record client interactions using assigned systems and tools.
- Meet and/or exceed all assigned key performance indicators and targets related to the key areas of responsibility.
What are we looking for?
- Strong customer service experience - Minimum one (1) year with a proven record of providing refined, friendly, elevated service
- Proficient in the English language, both written and verbal
- Strong written communication skills: ability to articulate and precise details and instructions in written format
- Experience in direct sales and client retention: proven ability to meet and/or exceed sales targets while developing customer relationships
- Proficient use of various computer programs and software (i.e. Word, Excel, Google Docs, Slack)
- Fashion and premium brand retail (ecommerce or brick-and-mortar) a plus
- College Level preferred
- Willingness to work on shifting schedule and/or extended hours as needed
To apply, send your updated resume to recruitment@supportzebra.com.