Digital Client Service Advisor

Prada Group; Turbigo; In loco; EUR 30.000 - 46.000; Tempo pieno

Descrizione del lavoro

Prada Group is seeking a Client Services professional to support client contacts across the EMEA region via calls, chat, and email, delivering personalized luxury service and identifying sales opportunities. You will coordinate with stores and corporate teams to ensure seamless experiences and client satisfaction.

The role requires fluent English and Italian, with additional language proficiency in French, Spanish, German, Turkish or Arabic considered a plus.

Competenze

• 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 is acceptable for this role.

Mansioni

• Provide omni-channel client support via calls, chat, email, and WhatsApp.
• Drive client retention and repeat purchases through personalized service.
• Collaborate with EMEA stores and corporate teams to deliver seamless experiences.
• Resolve post-sale inquiries including delivery, returns, and refunds professionally.
• Meet service and sales KPIs while delivering luxury client service.
• Escalate incidents with Client Service Team Leader when needed.

Conoscenze

Client relationships

Active listening

Communication skills

CRM software

Time management

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 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
• 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 & 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.