Client Advisor (4 months contract)

Duration: 4 months

Location: Central

Salary: Up to $3500

Work days and hours:

• Able to commit 5 days a week including both weekends
• Able to commit these rotating shift hours: 8am to 5pm/ 10am to 7pm/ 12pm to 9pm

*Candidate must be able to speak both English and Thai to assist with Thai speaking customers for Thailand market

Job Duties:

• Resolve order-related issues by liaising between client and internal/external groups (warehouse/repairs)
• Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
• Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline
• Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
• Initiate and follow-up with charge sends
• Keep current with product information and attend pre-season product training meetings
• Assist with various operational and administrative tasks
• Contact clients to manage credit card declines and ensure daily sales goals are met
• Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
• Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
• Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
• Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs
• Knowledgeable in company policies and procedures for different area
• Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to products, brand storytelling, social responsibility, services, promotions and marketing trends
• Cross collaboration with other department, including DOS stores in order to manage customer request
• Organize regular meetings to go over fraud rules and statistics with payment gateway
• Monitor fraud trends and keep team updated
• Open Service ticket for client repair related cases
• Assist client for placing phone order, send payment link to client and follow up till complete
• Assist client on order information changing (item/customer information/ shipping address) or cancellation
• Request and process stock transfer for order fulfillment
• Arrange with shipping carrier for client return/refund request, to pick up the item for process
• Ensure relevant administration is completed and distributed appropriately
• Ad-hoc activities related to online client advisor function

Job Requirements

• 2-3 years of experience in Retail or eCommerce operations, client services or relevant experience
• Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury customer needs and expectations
• Excellent organizational skills and strong customer relationship skills
• Ability to prioritize and multi-task with a strong attention to detail and process
• Proven experience with software programs including Microsoft Word, Excel, PowerPoint etc
• Proficient in Microsoft software/Salesforce/ Manhattan/ AS400 will be an advantage
• General understanding of common eCommerce KPIs, target setting and external benchmarks
• Fluent in English and Thai to assist with Thai speaking customers for Thailand market
• Ability to work a flexible retail schedule: including weekends, evenings, and holidays and key event days
• Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
• Interest and experience in high-end luxury fashion
• Drives to meet and exceed sales goals and customer expectations
• Ability to build relationships connect with others solve problems and impact and influence others
• Resourceful and creative problem solver
• Ability to prioritize and multi-task in a fast pace dynamic environment with strong time management skills