JOB SUMMARY
For the peak season (mid-October 2025 to the end of January 2026), we are looking for Client Advisors to be hired on a temporary contract. A member of the Client Services team supporting client contacts (call, chat, email) and servicing omni-channel client interactions for the Prada EMEA’s region, managing also the cross-functional interactions with stores located in EMEA and corporate departments ensuring a personalized client experience.
RESPONSIBILITIES
Embrace a culture that puts the client experience first and foremost
Execute strategies that drive client retention and engagement
Maximizing use of the client relationship management system while providing client support through phone, email, live chat and whatsapp
Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
Responding efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
Seize opportunities to sell, cross-sell or upsell products when they arise
Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
Work to quickly resolve all issues affecting clients’ orders and in a professional manner by communicating with boutiques and concessions
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
Partner with Client Service Team Leader to escalate incidents as appropriate
Partner with Store Operations in supporting the management of client queries, including complaints, requests for post-sale assistance, availability and other merchandising request
Frequently attend educational seminars to improve knowledge and performance level
Understanding and striving to meet or exceed call center metrics while providing excellent consistent Client Service
Be the voice of our Groups Client Service team, by providing a high level of luxury service
REQUIREMENTS
Passion to connect with clients and cultivate personalized relationships to drive sales
Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice
Understanding of company products, services, and policies
Proficiency with computers, especially with CRM software, and strong typing skills
Ability to ask inquisitive questions and diffuse tense situations
Strong time management and decision-making skills
Adaptability and accountability
Fluency in English, Italian and German is mandatory
5/7 including Saturdays and Sundays on a rotating basis. Shifts: 09:00–18:00 or 11:00–20:00
Temporary contract