Digital Client Advisor

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church's and Car Shoe brands, and has employees of over 100 nationalities.

The acquisition of Pasticceria Marchesi 1824 has marked the Group's entry into the food sector, applying the same high quality criteria. Very proactive also in the art field, the Prada Group strengthens its presence through contemporary art projects in constant evolution.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

JOB PURPOSE

A member of the Client Service team supporting client contacts (through all channels, including but not limited to phone, chat, email, WhatsApp) and servicing omni-channel client interactions for the Miu Miu EMEA's region, managing also the cross-functional interactions with stores located in EMEA and corporate departments ensuring a personalized client experience.

RESPONSIBILITIES

1. Embrace a culture that puts the client experience first and foremost.
2. Execute strategies that drive client retention and engagement.
3. Maximize use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS.
4. Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint.
5. Respond efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued.
6. Seize opportunities to upsell products when they arise.
7. Assist clients with all post-sale inquiries including delivery, returns, repairs, and refunds.
8. Work to resolve all issues affecting clients' orders quickly and in a professional manner by communicating with boutiques and concessions.
9. Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
10. Partner with Client Service Team Leader to escalate incidents as appropriate.
11. Partner with Store Operations in supporting the management of client queries, including complaints, requests for post-sale assistance, availability and other merchandising requests.
12. Frequently attend educational seminars to improve knowledge and performance level.
13. Drive to achieve and exceed planned KPIs (such as sales, clienteling, contacts metrics...) while providing excellent consistent Client Service.
14. Be the voice of the Brand, by providing a high level of luxury service.

1. Passion to connect with clients and cultivate personalized relationships to drive sales.
2. Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice.
3. Understanding of company products, services, and policies.
4. Proficiency with computers, especially with CRM software, and strong typing skills.
5. Ability to ask inquisitive questions and diffuse tense situations.
6. Strong time management and decision-making skills.
7. Adaptability and accountability.
8. Fluency in German, together with English and Italian (written and spoken).