Client Service Advisor - Fluent English & German 1

Moncler is looking for a multilingual Client Service Advisor (Fluent in English and German) to join our dynamic EMEA Client Service team based in Paris.

Our Client Service Advisors will play a key role in developing and providing a personalized best-in-class service, understanding the needs of Moncler clients.

The main tasks will be:

-       Provide assistance to our clients by replying to product, after-sales, corporate, e-commerce enquiries through emails, phone calls and instant messaging in a timely and professional manner demonstrating luxury through service

-      Assist clients during e-commerce sales with also the ability of cross/upselling

-       Accurately track client details and requests using CRM systems

-       Manage directly high-priority and escalated cases as well as relationships with top clients

-       Take care of back-office activities for both e-commerce and retail channels

-       Understand Moncler clients’ needs, experiences and interests in order to improve the client experience

-       Serve as ‘Voice of the Customer’ across the company and ensure processes, communication, tools are constantly reviewed to meet clients’ expectations

-       Perform additional tasks upon request

Requirements:

• Fluency and sophistication in English and German
• Any additional languages (as Spanish, Italian, French…) is considered a real plus
• Previous experience in Retail or in a service and sales-oriented Client Service team in the fashion - luxury industry
• Natural flair for dealing with people, empathy and intuition
• Action-oriented and drive for results, excellent team player
• Proficient with the use of IT systems, both customer service ticketing systems and CRM and windows packages
• Experience with e-commerce back-office activities and/or fraud checks is considered a plus