Mission
As a Client Services Advisor (CSA) you will be a member of the Fendi Client Services Hub and you will be responsible for providing best-in-class customer service and omnichannel support, meeting and exceeding planned KPIs, including sales and quality targets.
You will do so by listening and responding to each client in a personalized, efficient and effective manner, by leveraging the resources available, with strong empathy and communication skills. You will also be in charge of developing the clients’ loyalty to Fendi, through the use of specific Clienteling strategies.
Main Responsibilities:
* Provide Fendi clients and prospects with a luxury experience in line with the brand values and professionalism across all communication channels
* Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments
* Have a client-centric mindset, passion to connect with customers, resolve their issues and inquiries with outstanding service, in compliance with Fendi policies and procedures
* Understand and embody the omnichannel mindset, assisting clients in finalizing their purchases in multiple and easy ways, according to their needs
* Drive to meet and exceed sales, quality targets and KPIs
* Transmit brand awareness, product knowledge, personalized engagement and storytelling when communicating with clients
* Properly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needs
* Regularly provide quantitative and qualitative reports on the activity performed
* Share best practices with managers and team members and promote innovative approaches to solve customer inquiries and develop relationships and sales
* Maintain a productive and excellent connection with members of the Fendi retail network and relevant internal offices
Profile:
* Minimum 3 years experience in luxury client service (preferably retail, fashion technology companies or hospitality industries).
* Excellent communication and storytelling skills, both written and verbal (including phone, video, email, live-chat)
* High motivation, sales-driven approach, energy and passion for customer service and customer-centric mindset. Ability to multi-task and strong organizational skills
* Willing to work a varied schedule including hours/days/nights/holidays and weekends
* Ability to work in team
* Fluency in English (spoken and written). Proficiency in any of the following languages is a plus: Italian, German, Spanish, Portuguese, French
* Strong problem-solving skills with an innovative mindset; always looking for new ways to enhance client experience and maximize sales
* Proficient in relevant computer applications (e.g. MS Office applications), excellent data entry and typing skills. Proficiency in Salesforce is a plus.