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
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