Senior Digital Client Service Advisor

Prada; Hong Kong; Hybrid; HKD 180,000 - 280,000; Full time

Job summary

Prada Group seeks a multilingual Customer Service professional to support APAC customers across channels and drive sales with clienteling.

You will assist customers during ecommerce purchases and aftersales, coordinate with internal teams, and monitor order review, fraud checks, and SAP-based order management. Join an international, collaborative environment.

Qualifications

• 3 years experience in Customer Service or fashion-related field.
• Proven selling and clienteling skills.
• Fluent in English, Mandarin and Cantonese.

Responsibilities

• Support APAC customers via multiple channels (Phone, Live chat, Social, Email).
• Drive sales through clienteling and outreach initiatives.
• Assist customers during ecommerce purchases and aftersales support.

Skills

Clienteling

Sales Skills

Multitasking

Analytical Thinking

Teamwork

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.