Senior Digital Client Service Advisor

PRADA Asia Pacific Ltd; Hong Kong; On-site; HKD 260,000 - 360,000; Full time

Job summary

PRADA Asia Pacific Ltd is seeking a customer service professional to support clients across APAC via multiple channels including telephone, live chat and email. The role involves driving sales through clienteling, resolving product and service issues, and assisting customers during their e-commerce journey.

You will liaise with internal teams to deliver efficient solutions, manage order reviews, fraud checks, and process improvements.

Qualifications

• Fluent in English, Mandarin and Cantonese.
• Strong customer service skills with clienteling experience.
• Able to handle multi-channel communication and sales support.

Responsibilities

• Support customers across APAC via telephone, live chat, social media and email.
• Drive sales through clienteling and order guidance.
• Review orders and assist with e-commerce processes and aftersales support.
• Collaborate with internal teams to resolve issues and improve processes.
• Monitor fraud checks and coordinate with finance on chargebacks.

Skills

Multilingual (English/Mandarin/Canton

Tools

SAP

Live chat tools

Job description

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;

Carry out any additional duties as directed by the management team when necessary.

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 are 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

Managing escalations from Client Advisor

Key Requirements

3 years experience in Customer Service or have any fashion related qualification or experience.

Proven selling and clienteling skills

Fluent on both verbal and written skills in below languages:

• English
• Mandarin
• Cantonese

Able to work in shifts and weekends/public holidays

Strong multi-tasking and computer skills with experience in dealing with customers.

Able to work collaboratively

Excellent analytical and problem solving skills

Candidate with more experience will be considered as Team Lead

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Luxury & Designer Goods Retail 101-1,000 employees

PRADA Group, one of the leading companies in the luxury goods sector, currently has more than 8,000 employees worldwide, and does business in

over 70 countries around the world. PRADA, MIU MIU, CAR SHOE, CHURCH'S are 4 brands under PRADA Group.

Prada embodies an original business model that successfully combines industrialised production processes with highly sophisticated workmanship and superb handcrafted goods.

Miu Miu - Miuccia Prada’s vision of an alternative style is a brand with a strong personality, provocative and sophisticated as well as free-spirited and avant-garde.

To cope with our rapid expansion, we are looking for highly motivated individuals to join our dynamic retail team.

PRADA Group, one of the leading companies in the luxury goods sector, currently has more than 8,000 employees worldwide, and does business in

over 70 countries around the world. PRADA, MIU MIU, CAR SHOE, CHURCH'S are 4 brands under PRADA Group.

Prada embodies an original business model that successfully combines industrialised production processes with highly sophisticated workmanship and superb handcrafted goods.

Miu Miu - Miuccia Prada’s vision of an alternative style is a brand with a strong personality, provocative and sophisticated as well as free-spirited and avant-garde.

To cope with our rapid expansion, we are looking for highly motivated individuals to join our dynamic retail team.