Brand Ambassador-Online Retail (Dallas)

Van Cleef & Arpels; Grand Prairie (TX); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Generous compensation and benefits package

Job summary

Van Cleef & Arpels in Grand Prairie, Texas is seeking a Brand Ambassador to enhance client relationships and drive sales. The role requires exceptional customer service skills and experience in luxury retail.

Your responsibilities include managing client interactions via phone and online, while demonstrating deep knowledge of products to achieve sales goals. Candidates should possess strong communication skills and be highly organized. A Bachelor's degree is preferred, coupled with at least 3 years of experience in a customer-focused role.

Qualifications

• 3+ years in contact center/customer service environment or retail experience.
• High level of maturity and poise to work with luxury clients.
• Ability to absorb extensive product knowledge.

Responsibilities

• Drive sales and manage client relationships effectively.
• Handle inbound and outbound client communication professionally.
• Cultivate client relationships through exceptional service.

Skills

Luxury retail sales experience

Outstanding customer service skills

Strong selling and negotiating skills

Experience in eCommerce

Proficiency with Microsoft Office

Education

Bachelor’s degree preferred in Fashion or Retail

Tools

Salesforce

CRM systems

Job description

Role Overview

The Brand Ambassador is the voice of Van Cleef & Arpels for our clients, as he / she builds and maintains strong relationships with them. While advising via phone and web-based channels, you are responsible for upholding an excellent level of client support and developing sales. Aside from being the expert advisor for our clients, you will apply your commercial sense to identify sales opportunities, develop your client portfolio, maintain the interest and engagement of your clients at the highest level. As a specialist in the Maison, you will deliver expert knowledge on the products and Maison, while providing the highest quality of service and client satisfaction.

Job Responsibilities

Primary Duties

The Brand Ambassador at the Client Relations Center is responsible for achieving exceeding sales, KPIs, SLAs, and delivering an exceptional service experience to all internal and external customers. This position will be in a best in class, state of the art, Multichannel Contact Center environment providing information via phone and email. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for Van Cleef & Arpels during every interaction.

Daily Contact Center Operations

Drive sales through professional and courteous client interactions. Handle all inbound calls and greet all customers in a timely, professional, and engaging manner. Comfort with outbound calls to continue client relationships. Provide written responses to customers’ inquiries via email, chat, and social media, meeting our service expectations in each conversation. Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry. Stay abreast of launches, campaigns, and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service, and all other inquiries. Partner with VCA Boutique network with sales referrals and other client requests to ensure the highest level of client experience. Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.).

Client Relationship Management

Consistently seek new product knowledge to act as an expert for the Maison. Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects. Consistently and accurately capture client data for relationship building, effectively utilizing the tools that are available. Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.

Sales Achievement

Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations. Act as a referent and provide recommendations for an exceptional client experience.

Qualifications

Education

Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field.

Required Experience

3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.

Technical Skills/Abilities

Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc.). Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients. Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program. Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools. Proficiency with Microsoft Office. Experience using Salesforce, CRM, or other comparable email and chat management tools a plus.

Additional Preferred Abilities

• SAP knowledge
• Social media experience
• Comfort with virtual and video-based client interactions and sales

Cultural intelligence and languages a plus. Knowledge of high-end jewelry, timepieces, and gemstones.

Personal Skills

• Flexible and availability to work within the hours of operation: Monday thru Friday (9am‑9pm EST), Saturdays and Sundays (9am‑6pm EST). Hours subject to change. Flexibility to work holidays.
• Ability to travel as required.
• Excellent verbal and written communication skills.
• Computer literacy. Keyboarding skills of at least 50wpm.
• Client‑focused. A passion to assist, whether with clients, internal partners, developing teams.
• Developing, promoting, and communicating empathy for clients and partners.
• Ability to handle highly sensitive clients and situations.
• Strong understanding of formal and informal etiquette and manners.
• Organized and efficient for day‑to‑day operations.
• Self‑sufficient, proactive, and positive attitude towards colleagues and clients; team player.

Compensation & Benefits

Richemont offers a generous compensation and benefits package for eligible employees.

Work Authorization

Currently, we are not sponsoring work visas. Applicants must have valid work authorization for employment in the USA.