Digital Client Service Advisor

BoF Careers; Milano; On-site; EUR 30,000 - 42,000; Full time

Job summary

Prada Group in Milano is seeking a Client Services professional to support client contacts through calls, chat, email and WhatsApp while coordinating omni-channel interactions across the EMEA region.

The role blends high-quality client assistance with proactive sales opportunities and cross-functional collaboration to deliver an elevated client experience focused on satisfaction, loyalty, and business growth.

Qualifications

• Passion for connecting with clients and building personalized relationships to drive sales.
• Exceptional client service, active listening, and clear written and spoken communication.
• Understanding of Prada Group products, services, and policies.
• Proficiency with computers, CRM software, and strong typing skills.
• Ability to ask questions to clarify information and diffuse tense situations.
• Fluency in English and Italian is mandatory; additional languages valued.

Responsibilities

• Embrace a client-first culture and deliver elevated luxury service.
• Execute strategies to drive client retention, engagement, and repeat purchases.
• Utilize CRM system to manage client interactions across phone, email, live chat, and WhatsApp.
• Build long-term relationships through authentic clienteling and personalized experiences.
• Respond efficiently to clients and resolve issues across orders, delivery, returns, and refunds.
• Support sales targets while representing Prada Group as a brand ambassador in virtual spaces.
• Collaborate with stores and corporate teams to ensure seamless client experiences.
• Attend seminars to improve knowledge, performance, and sales strategies.
• Meet or exceed service and sales KPIs while maintaining luxury client service standards.

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.

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

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.