Digital Client Service Advisor

Prada; Italia; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

Prada is seeking a dedicated Client Services member in Italy, responsible for delivering excellent client assistance through calls, chat, and email. The role emphasizes personalized support, product guidance, and proactive sales opportunities, while coordinating interactions with both EMEA stores and corporate departments.

Fluency in English and Italian is mandatory, with an additional language required. The ideal candidate possesses exceptional client service skills and a passion for cultivating relationships in a high-end luxury environment.

Competenze

• Fluency in English and Italian is mandatory.
• Fluency in one additional language (French, Spanish, German, Turkish, or Arabic).
• Exceptional communication skills required.

Mansioni

• Provide high-quality client assistance via multiple channels.
• Execute strategies to enhance client retention and engagement.
• Maximize the use of CRM for providing client support.

Conoscenze

Client Service

Active listening

Verbal and written communication

Passion for sales

Multitasking

Strumenti

CRM software

Descrizione del lavoro

JOB PURPOSE

A member of the Client Services team supporting client contacts through calls, chat, and email, while managing omni-channel client interactions across the EMEA region. The role combines high-quality client assistance with a strong sales approach, ensuring personalized support, product guidance, and proactive sales opportunities. The position also involves coordinating cross-functional interactions with EMEA stores and corporate departments to deliver a seamless and elevated client experience focused on client satisfaction, loyalty, and business growth.

RESPONSIBILITIES

• Embrace a culture that puts the client experience first and foremost
• Execute strategies that drive client retention, engagement and repeat purchases
• Maximizing use of the client relationship management system while providing client support through phone, email, live chat and WhatsApp
• Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
• Responding efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
• Focus on sales targets acting as a true Brand Ambassador within our virtual boutique.
• Assist clients with all post sale inquiries including delivery, returns, repairs, and refunds
• Work to quickly resolve all issues affecting clients' orders and in a professional manner by communicating with boutiques and concessions
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Partner with Client Service Team Leader to elevate incidents as appropriate
• Partner with Store Operations in supporting the management of client queries, including complaints, requests for post‑sale assistance, availability and other merchandising requests
• Attend educational seminars to improve knowledge, performance and sales strategies
• Understanding and striving to meet or exceed both service and sales KPIs while providing excellent consistent Client Service
• Be the voice of our Groups Client Service team, by providing a high level of luxury service

KNOWLEDGE AND SKILLS

• Passion to connect with clients and cultivate personalized relationships to drive sales
• Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Ability to ask inquisitive questions and diffuse tense situations
• Strong time management, decision-making and multitasking skills
• Adaptability and accountability
• Fluency in English and Italian is mandatory
• Fluency in French or Spanish or German or Turkish or Arabic is required in both written and oral form
• Any experience level

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.