Senior Digital Client Service Advisor

BoF Careers; Hong Kong; On-site; HKD 201,000 - 357,000; Full time

Job summary

Prada Group, a leading luxury fashion house, seeks an experienced APAC customer service professional to support multilingual channels across English, Mandarin and Cantonese. You will drive sales through clienteling, assist with e-commerce, review orders, and resolve issues in collaboration with finance and store operations.

The role requires strong analytical skills, multitasking ability, and weekend/holiday availability to maintain service levels across markets in a dynamic luxury environment.

Qualifications

• 3 years experience in Customer Service or related fashion experience.
• Proven selling and clienteling skills.
• Fluent in English, Mandarin and Cantonese.
• Able to work in shifts including weekends/public holidays.
• Strong multitasking and computer skills.
• Excellent analytical and problem solving skills.

Responsibilities

• Support customers from APAC with multi-language channels (phone, live chat, social, email).
• Drive sales through clienteling and outbound initiatives.
• Assist customers during e-commerce purchases and aftersales support.
• Review orders and payment platforms to maintain e-commerce operations.
• Monitor order queues and ensure timely processing; review for fraud patterns.
• Partner with finance to manage chargebacks and provide backing data.
• Collaborate with boutiques/store operations for seamless in-store and online experiences.
• Escalate issues to Client Advisor and monitor local IT tickets as needed.

Skills

Sales skills

Clienteling

English

Mandarin

Cantonese

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;
• 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

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.