Client Advisor - Client Services Center

Brobston Group LLC; Jersey City (NJ); On-site; USD 42,000 - 72,000; Full time

Job summary

Brobston Group LLC in Jersey City is seeking a Client Advisor to deliver best-in-class service across phone, email, live chat and social media, resolving issues with empathy while supporting sales and KPI targets. You will manage cases in Dior CRM, demonstrate brand knowledge, and engage in outbound outreach to build client relationships.

The role requires strong communication, multilingual abilities preferred, compatibility with varied schedules including nights and weekends, and willingness to

Qualifications

• Excellent written and verbal communication with proven de-escalation and negotiation abilities.
• Proficiency in Microsoft Office; Salesforce knowledge a plus and CRM accuracy.
• Fluent in English; additional languages preferred.
• Ability to work varied schedules including nights, weekends and holidays; travel to NY/NJ boutiques for training.
• Previous luxury customer service experience preferred.

Responsibilities

• Deliver courteous, professional client service and resolve inquiries via phone, email, chat, social media and written correspondence.
• Manage cases accurately in Dior CRM and ensure data is entered per guidelines for statistics and workload analysis.
• Drive to achieve sales and service KPIs including case management, quality assurance, productivity and schedule adherence.
• Perform outbound outreach to clients to build relationships, drive sales and resolve issues.
• Escalate complex issues to supervisors and collaborate across the Client Services Center and boutique network as needed.
• Demonstrate brand awareness, storytelling and product knowledge during client interactions.

Skills

Communication

Customer service

Multitasking

CRM proficiency

Team player

English fluency

Tools

Salesforce

Job description

Summary

The Client Advisor based in the Client Services Center in Jersey City provides best-in-class client service across phone, email, live chat and social media, resolving client issues with empathy and professionalism while supporting sales and KPI targets. This role requires strong communication, brand knowledge and the ability to manage casework accurately in CRM systems. The Advisor will also perform outbound outreach to build client relationships and drive sales.

Responsibilities

• Deliver courteous, professional client service and resolve inquiries via phone, email, chat, social media and written correspondence.
• Manage cases accurately in Dior CRM and ensure data is entered per guidelines for statistics and workload analysis.
• Drive to achieve sales and service KPIs including case management, quality assurance, productivity and schedule adherence.
• Perform outbound outreach to clients to build relationships, drive sales and resolve issues.
• Escalate complex issues to supervisors and collaborate across the Client Services Center and boutique network as needed.
• Demonstrate brand awareness, storytelling and product knowledge during client interactions.

Requirements

• Previous luxury customer service experience preferred (retail, hotel or concierge).
• Outstanding written and verbal communication skills with proven de-escalation and negotiation abilities.
• Fluent in English; additional languages such as Spanish, French or Mandarin preferred.
• Proficiency in Microsoft Office; Salesforce knowledge a plus and ability to maintain CRM accuracy.
• Ability to work varied schedules including nights, weekends and holidays and travel to nearby NY/NJ boutiques for training.
• Highly motivated team player with strong multitasking, prioritization and client-first mindset.