Digital Client Services Team Leader

Prada; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Prada Group is seeking a seasoned Customer Service leader for the APAC region. You will support customers across multiple languages, drive sales through clienteling, and coordinate ecommerce order processing with a focus on quality and brand integrity.

You will mentor the team, monitor performance against KPIs, and collaborate with boutique operations to ensure a seamless customer experience both in-store and online. Fluency in English, Mandarin, and Cantonese is required.

Qualifications

• 5+ years of experience in Customer Service or fashion-related field.
• Strong sales skills and clienteling experience.
• Customer-first mindset with initiative and problem-solving abilities.
• Willingness to work in shifts including weekends/public holidays.

Responsibilities

• Support customers from APAC countries in multiple languages across channels (phone, live chat, social, email).
• Drive sales through effective clienteling and upselling.
• Resolve service/product issues and provide aftersales support.
• Assist customers during e-commerce purchases and order processing.
• Collaborate with internal teams to resolve issues and improve processes.
• Coach and motivate team members to hit sales and KPI targets.
• Monitor orders, check fraud patterns, and liaise with finance on chargebacks.
• Ensure SAP-based order management and data integrity are maintained.

Skills

Fluent in English

Mandarin

Cantonese

Sales skills

Leadership

Clienteling

SAP

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.