Senior Digital Client Service Advisor

Prada Group; Hong Kong; On-site; HKD 180,000 - 360,000; Full time

Job summary

Prada Group, a luxury fashion leader, seeks a Customer Service professional to support APAC customers across channels, driving sales through clienteling while resolving issues during ecommerce purchases and aftersales.

You will liaise with internal teams, review orders for timely processing, and monitor fraud/chargebacks, leveraging SAP for order management and data integrity. The role supports Prada Asia Pacific Ltd.

Qualifications

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

Responsibilities

• Support APAC customers across channels (Telephone, Livechat, Social Network, Email).
• Drive sales through clienteling initiatives.
• Resolve service/product related issues and assist during ecommerce purchases and aftersales.
• Coordinate with internal teams to optimize efficient issue resolution.
• Review orders and payment platforms to ensure timely processing.
• Monitor fraud and chargebacks and report statistics to management.

Skills

Clienteling

Sales skills

Multilingual

Problem solving

Education

Fashion qualification

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

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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.