Digital Client Service Advisor - Peak Season (Oct 25 - Jan26)

Digital Client Service Advisor – Peak Season (Oct 25 – Jan 26)

Location: Milan, Lombardy, Italy – supporting the Prada EMEA region.

Duration: mid‑October 2025 to end‑January 2026 on a temporary contract.

Schedule: 5 days a week (including Saturdays and Sundays on a rotating basis). Shift options: 09:00–18:00 or 11:00–20:00.

Responsibilities

• Embrace a culture that puts the client experience first.
• Execute strategies that drive client retention and engagement.
• Maximise use of the client relationship management system while supporting clients through phone, email, live chat and WhatsApp.
• Build long‑term relationships with clients by personalising the client experience at every touchpoint.
• Respond efficiently and accurately to clients, explaining possible solutions and ensuring clients feel supported and valued.
• Seize opportunities to sell, cross‑sell or upsell products when they arise.
• Assist clients with all post‑sale inquiries including delivery, returns, repairs and refunds.
• Resolve all issues affecting clients’ orders quickly and professionally, communicating with boutiques and concessions.
• Listen actively, confirm or clarify information and diffuse angry clients as needed.
• Escalate incidents to the Client Service Team Leader as appropriate.
• Collaborate with Store Operations to manage client queries – complaints, post‑sale assistance requests, availability and merchandising requests.
• Attend educational seminars regularly to improve knowledge and performance.
• Meet or exceed call centre metrics while providing excellent, consistent client service.
• Represent the Group’s Client Service team by delivering a high level of luxury service.

Requirements

• Passion for connecting with clients and cultivating personalised relationships that drive sales.
• Exceptional client service, active listening, and verbal and written communication skills, with a professional phone voice.
• Understanding of Prada products, services and policies.
• Proficiency with computers, especially CRM software, and strong typing skills.
• Ability to ask inquisitive questions and diffuse tense situations.
• Strong time‑management and decision‑making skills.
• Adaptability and accountability.
• Fluency in English and Italian is mandatory; fluency in French, German or Spanish is required.