Client Service Ambassador

new york, New York

Start 06/28/2022

Permanent

Luxury fashion house is seeking a Client Service Ambassador to accompany our client throughout the full purchase journey (from discovery to after sales) and maintain a high level of customer satisfaction and retention.   As Client Services Ambassador, you will actively contribute to promoting the brand image and its values

Luxury fashion house is seeking a Client Service Ambassador to accompany our client throughout the full purchase journey (from discovery to after sales) and maintain a high level of customer satisfaction and retention.
 

  • As Client Services Ambassador, you will actively contribute to promoting the brand image and its values by providing qualitative and personalized advice throughout all channels (E-Business, Retail, Franchises and Wholesale) and interactions with our clients.
  • As a Client Service Ambassador, you will foster strong relationships with stores to ensure an overall positive client experience. You will be a key contact for escalations, deliver appropriate solutions while strengthening the relationship with our client.
  • You will communicate customer insights and feedback to the relevant departments to ensure the feedback is being actioned on.
  • You will manage several channels of communicates (telephone, email, and chat) keeping your personal KPI target in mind as well as the team’s KPI goals.

 

BRAND IMAGE

  • Assist in the development of a seamless Omni-channel experience ensuring consistency, quality and reactivity for all clients in collaboration with HQs and the AMER leadership team
  • Master Brand policies and procedures and ensure compliance throughout all channels and interactions
  • Act as brand ambassador

 
 OPERATIONS PROCESS

  • Handle client inquiries, complaints and service for ysl.com as well as our stores and manage after sales requests
  • Ensure an exceptional and personalized Client Experience by telephone, live-chat and email
  • Follow-up and liaise with other departments to meet Client requests.
  • Escalate incidents as appropriate
  • Meet individual and team KPIs
  • Capture accurate client data


CLIENT/BUSINESS DEVELOPMENT

  • Develop the business and client base by cultivating a strong client relationship with trust and open and interactive communication.
  • Share client feedback with the appropriate departments to improve processes, services, quality, etc. 


PROFILE
  • Enthusiasm for the Brand and the Fashion Industry
  • Client oriented with an excellent sense of service quality (go the extra mile spirit)
  • Strong listening skills with a positive mind set.
  • Commercial mindset
  • Excellent written and verbal skills in English. Fluency in Spanish is an advantage.
  • Thorough and excellent organizational skills
  • At ease with online tools and openness to new technologies 
  • Team player
  • Fast learner
  • Problem solver-ability to multitask.
  • Resistance to stress
  • Schedule flexibility
  • Previous experience in store retail sales or service industry appreciated