Description : GUCCI Client Advisor. Company : Groupe Kering. Location : Singapore
Summary
The Client Advisor under G9 team will be responsible for providing day-to-day Omnichannel operational and customer-based services across the Gucci South Asia & Pacific Region.
You will work both independently and cross-functionally to guarantee a successfully management of the order fulfilment process, ensuring the highest service level targets are met consistently and back-office procedures are optimized.
Job Description
Key Accountabilities
- Resolve order-related issues by liaising between client and internal/external groups (warehouse/UPS/repairs)
- Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
- Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline
- Partner cross functionally with Gucci Administration Department and Fiscal Department to resolve performance issues linked to payments
- Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
- Initiate and follow-up with charge sends
- Keep current with product information and attend pre-season product training meetings
- Assist with various operational and administrative tasks
- Contact clients to manage credit card declines and ensure daily sales goals are met
- Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
- Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
- Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
- Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs
- Knowledgeable in company policies and procedures for different area
- Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
- Cultivate relationships and offers special, dedicated, and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue
- Cross collaboration with other department, including DOS stores in order to manage customer request
- Organize regular meetings to go over fraud rules and statistics with payment gateway
- Monitor fraud trends and keep team updated
- Open Kering Service ticket for client repair related cases
- Assist client for placing phone order, send payment link to client and follow up till complete
- Assist client on order information changing (item/customer information/ shipping address) or cancellation
- Request and process stock transfer for order fulfillment
- Arrange with shipping carrier for client return/refund request, to pick up the item for process
- Ensure relevant administration is completed and distributed appropriately
- Ad-hoc activities related to online client advisor function
- 2-3 years of experience in Retail or eCommerce operations, client services or relevant experience
- Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury customer needs and expectations
- Excellent organizational skills and strong customer relationship skills
- Strong interpersonal skills with an ability to work independently and effectively cross- functionally
- Ability to prioritize and multi-task with a strong attention to detail and process
- Proven experience with software programs including Microsoft Word, Excel, PowerPoint etc
- Proficient in Microsoft software/Salesforce/ Manhattan/ AS400 will be advantage
- General understanding of common eCommerce KPIs, target setting and external benchmarks
- Fluent in English, knowledge of a second language is a plus
- Ability to work a flexible retail schedule: including weekends, evenings, and holidays and key event days
- Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
- Interest and experience in high-end luxury fashion
- Drives to meet and exceed sales goals and customer expectations
- Ability to build relationships connect with others solve problems and impact and influence others
- Resourceful and creative problem solver
- Ability to prioritize and multi-task in a fast pace dynamic environment with strong time management skills
- Ability to work under pressure while maintaining a calm demeanor
- Internet savvy
- Able to commit for 6 months contract
