Digital Client Services Team Leader

Prada Group; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

Prada Group Asia Pacific Ltd. seeks an experienced Customer Service Leader to support APAC customers across languages via phone, live chat, social and email. You will drive sales through clienteling while resolving product and service issues, coordinating with internal teams to ensure brand standards are upheld.

Join an international luxury environment where you coach a team, monitor KPIs, and manage order reviews and fraud checks, with shifts including weekends.

Qualifications

• +5 years of experience in Customer Service or fashion related qualification or experience.
• Strong sales skills and clienteling experience.
• Customer-first mindset with initiative and solution orientation.
• Fluent in English, Mandarin and Cantonese.
• Able to work in shifts and weekends/public holidays.
• Highly motivated, energetic and inspirational team leader.
• Excellent analytical and problem solving skills.

Responsibilities

• Support customers from APAC via multiple channels and languages.
• Drive sales through clienteling and initiatives.
• Provide assistance for ecommerce purchases and aftersales support.
• Coordinate with internal teams to resolve issues and maintain brand standards.
• Coach team and monitor performance with managers.
• Ensure service levels and KPI targets are met; manage order review queues.
• Lead SAP order management, data integrity and reporting improvements.
• Collaborate with boutiques and store operations for consistent client experiences.

Skills

Sales skills

Clienteling experience

Customer first mindset

Analytical skills

Tools

SAP

Job description

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, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

Responsibilities

• Supporting customers from various APAC countries with multi-languages via various channels (Telephone, Livechat, Social Network, Email etc.);
• Execute client outreach initiatives and drive sales through effective clienteling practices
• Understands customers’ needs, preserve and resolve any service/product related issues;
• Provides assistance for customers during their E-commerce purchase process and aftersales support;
• Communicate and liaise with internal parties to provide the most efficient method to solve customers’ issues;
• Motivate and coach team member to achieve sales and non-sales objectives;
• Observe and review staff's performance with managers on regular basis;
• Build morale and foster team spirit, encourage open two-way communication;
• Follow-through team's learning and practices, ensure on-going applications at workplace;
• Assist the Digital Customer Service Manager with day to day operations to ensure the service levels and KPI targets are achieved, continually coach, mentor and motivate the team in always ensuring all client interactions are handled in line with brand values;
• Ensure the escalation processes are followed and successfully applied.
• Maintain e-commerce operations by reviewing order and payment platforms;
• Responsibility for day-to-day management of all order review queues, ensuring service levels are met and all orders processed within the expected time frame for each queue;
• Review orders for fraudulent activity and identify fraud patterns;
• partner with the finance department to manage charge backs and provide backup information;
• Report weekly and monthly Order review statistics to upper management and colleagues;
• Build upon advanced knowledge and experience in SAP (Order management, data integrity, parameter maintenance, and performance reporting) to identify system and process enhancements PRADA Asia Pacific Ltd.;
• Lead the development of creating and implementing Standardizing operational processes and policies
• Manage fraud and chargeback now
• Manage carrier claims and follow-up
• Manage adhoc cases such as third party issues
• Partner with boutiques Store operations to ensure Client experiences both in-store and online
• Monitor and raise tickets to local IT as applicable

Key Requirements

• +5 years of experience in Customer Service or have any fashion related qualification or experience
• Strong sales skills and clienteling experience
• Strong sense of initiative and solutions oriented with clear demonstration of a customer first mind-set
• Fluent on both verbal and written skills in below languages:
  • English
  • Mandarin
  • Cantonese
• Able to work in shifts and weekends/public holidays
• Highly motivated, energetic and inspirational team leader
• Able to work collaboratively
• Excellent analytical and problem solving skills

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. Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.