Client Service Advisor - UK native
Moncler is looking for multilingual Client Service Advisors for our EMEA Client Service structure 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:
· English mother tongue
· Fluency and sophistication in at least another European language as French, Italian, German, Spanish – any additional languages (as Russian…) 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 plusks is considered a plus