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
As a member of the Client Services call center team, you will support client contacts (call, chat, email) and provide service to our omnichannel clients for the Miu Miu America’s region.
RESPONSIBILTIES
- Support management of customer queries, including complaints, requests for post-sale assistance, availability and other merchandising request
- Strive to meet or exceed call center metrics while providing excellent consistent Client Service
- Embrace a culture that puts client experience first and foremost
- Be the voice of our Groups Client Service team, by providing a high level of luxury service
- Maximize use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS
- Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
- Respond efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
- Seize opportunities to upsell products when they arise
- Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
- Work to resolve all issues affecting clients orders quickly and in a professional matter by communicating with boutiques and concessions
- Engage in active listening with callers, confirming or clarifying information and diffusing escalated clients, as needed
- Execute strategies that drive client retention and engagement
- Partner with Team Lead and Client Service Manager to escalate incidents as appropriate
- Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments
- Drive to meet and exceed sales targets and planned KPIs
- Maximize online sales from new and repeat customers through phone/email communication as well as remote selling campaigns
- Understand and live the omnichannel mindset of providing customers with multiple and easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondence
- Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
- Demonstrate and share brand awareness, storytelling and product knowledge when communicating with customers
KNOWLEDGE AND SKILLS:
- Prior experience working in a call-center or as a client advisor (luxury retail)
- Verbal and written fluency in English required; Spanish or Portuguese strongly preferred
- Passion to connect with customers and cultivate personalized relationships to drive sales
- Exceptional client service attributes including, active listening, verbal and written communication skills, and a professional phone voice
- Demonstrated understanding of company products, services, and policies
- Proficiency with computers, especially with CRM software, and strong typing skills with ability to work in multiple systems simultaneously
- Ability to ask inquisitive questions and diffuse challenging situations
- Strong time management and decision-making skills
- Adaptability and accountability
- Flexibility in schedule; ability to work extended shifts during peak times
- Must be able to work in office 4-5x per week
This position will be paid an hourly rate that may range from $25.00-28.00, annualized from $52,000.00 -$58,240.00, and if applicable, may be eligible for commission, bonuses, and other incentive opportunities. The rate of pay offered may vary based on may vary depending on job-related knowledge, skills, and experience
