Client Advisor - Contact Centre (4 months contract)

GUCCI SINGAPORE PTE LTD; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading luxury fashion brand in Singapore is seeking a Client Advisor for their eCommerce team. The candidate should have experience in retail or client services, possess excellent communication and organizational skills, and be passionate about luxury fashion. This role involves resolving order-related issues, managing fraud detection processes, and providing exceptional customer support. Flexibility to work weekends and holidays is required.

Qualifications

• 2–3 years of experience in Retail, eCommerce, or Client Services (luxury experience preferred).
• Fluent in English; additional language a plus.
• Flexible to work weekends, evenings, holidays, and key events.

Responsibilities

• Resolve order-related issues by liaising with internal/external groups.
• Manage fraud detection and prevention processes.
• Provide exceptional online customer service support.
• Assist clients with order information changing or cancellations.

Skills

Communication skills

Organizational skills

Relationship-building skills

Detail-oriented

Multitasking

Proficiency in Microsoft Office

Knowledge of Salesforce

Job description

Responsibilities

• Resolve order-related issues by liaising between client and internal/external groups (warehouse/UPS/repairs)
• Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
• Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting requested deadline
• Partner cross functionally with Gucci Administration Department and Fiscal Department to resolve performance issues linked to payments
• Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
• Initiate and follow-up with charge sends
• Keep current with product information and attend pre-season product training meetings
• Assist with various operational and administrative tasks
• Contact clients to manage credit card declines and ensure daily sales goals are met
• Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
• Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
• Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
• Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs
• Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
• Cultivate relationships and offers special, dedicated, and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue
• Cross collaboration with other department, including DOS stores in order to manage customer request
• Organize regular meetings to go over fraud rules and statistics with payment gateway
• Monitor fraud trends and keep team updated
• Open Kering Service ticket for client repair related cases
• Assist client for placing phone order, send payment link to client and follow up till complete
• Assist client on order information changing (item/customer information/ shipping address) or cancellation
• Request and process stock transfer for order fulfillment
• Arrange with shipping carrier for client return/refund request, to pick up the item for process
• Ensure relevant administration is completed and distributed appropriately
• Ad-hoc activities related to online client advisor function

Key Requirements

• 2–3 years’ experience in Retail, eCommerce, or Client Services (luxury experience preferred)
• Strong understanding of luxury client expectations and service standards
• Excellent organizational, communication, and relationship-building skills
• Able to work independently and cross-functionally in a fast-paced environment
• Detail-oriented with strong multitasking and time management abilities
• Proficient in Microsoft Office; knowledge of Salesforce, Manhattan, or AS400 is a plus
• Familiar with eCommerce KPIs and performance metrics
• Fluent in English; additional language a plus
• Flexible to work weekends, evenings, holidays, and key events
• Energetic, positive, and solutions-oriented with a passion for luxury fashion