Client Care Advisor

The E-commerce Client Care Advisor is responsible for delivering exceptional client experience across the entire customer journey. This role focuses on building lasting relationships, anticipating client needs, and providing a personalized, luxury-level experience that fosters loyalty and drives business growth. The ideal candidate is highly motivated, organized, and passionate about customer service.

Responsibilities:

• Ensures quality customer service outreach is consistent across all platforms and provide clients with appropriate and informative information in a timely manner
• Being accountable and taking ownership of the client’s experience from beginning to end
• Provide exceptional customer service to clients via email, social, phone calls, and live chat, with speed and professionalism
• Resolves product or service problems, assist with placing online orders and follow-up on pending orders
• Be adept at dealing with basic client inquiries and assist with converting prospects into sales and problems into solutions
• Establish and develop relationships with clients and drive repeat business to achieve departmental sales goals
• Use set initiatives to reach new and existing customers to strengthen acquisitions, customer loyalty, and convert prospective clients into sales
• Contribute to maintaining and leveraging the company’s CRM platform, Salesforce
• Track and report on a client’s experience based on conversations and behaviors
• Proactively engage existing and prospective clients through personalized outreach to drive online sales
• Build long-term relationships with clients by curating recommendations, suggesting complementary items, and sharing new arrivals or promotions.
• Identify selling opportunities with new, returning and lapsed clients and strengthen retention.
• Responsible for assisting with the eCommerce return process-ensuring returns are processed and refunds to clients are issued in a timely manner

Qualifications:

• 3-4 years of customer service, retail sales, or clienteling experience, ideally with a luxury brand
• Product knowledge of luxury brands is a plus
• Outstanding written and verbal communications skills
• Passion and creativity for developing client relationships
• Excellent time management skills
• Strong organization skills with attention to detail
• Experience using Salesforce Service Console, Order Management, Call Centers, Sprout Social, Dash, & Microsoft Office Suite