Digital Client Service Advisor

FashionUnited; Italia; On-site; EUR 30,000 - 45,000; Full time

Job summary

PVH Italy is seeking a member of the Client Services team to support client contacts through calls, chat, and email. The role emphasizes client assistance paired with strong sales strategies, ensuring personalized support and proactive sales opportunities.

Key responsibilities include maximizing client retention and engagement and providing solutions for post-sale inquiries. Fluency in English and Italian is mandatory, with additional fluency in another European language seen as beneficial.

Qualifications

• Passion for connecting with clients and cultivating personalized relationships.
• Exceptional client service and communication skills.
• Fluency in English and Italian is mandatory.

Responsibilities

• Execute strategies for client retention and engagement.
• Maximize use of the client relationship management system.
• Assist clients with all post-sale inquiries.

Skills

Client Service

Communication skills

Sales Strategy

CRM Software Proficiency

Multitasking

Fluency in English

Fluency in Italian

Language proficiency in French or Spanish or German or Turkish or Arabic

Job description

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 escalate 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
• Understand and strive to meet or exceed both service and sales KPIs while providing excellent consistent Client Service
• Be the voice of our Group’s Client Service team, by providing a high level of luxury service

Knowledge & 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

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.