Customer Services & Ecommerce Client Advisor, East Coast (NYC Based)

Christian Louboutin; New York (NY); On-site; USD 35,000 - 40,000; Full time

Job summary

Christian Louboutin in New York seeks a Client Services & eCommerce Client Advisor for the Americas to support our online boutique and call center operations. You will drive sales, review orders, deliver exceptional service via phone, email, and live chat, and assist with omni-channel orders for boutique locations.

You will upsell, uphold brand standards, and contribute to team goals while providing luxurious customer experiences and maintaining high customer satisfaction across the Americas.

Qualifications

• 1-2 years of experience in Retail/Customer service.
• Intermediate selling experience and clientelling.
• Proficient in Microsoft Office/Suite.
• Passion for Christian Louboutin and brand ambassador.
• Experience in a medium-sized multinational or luxury company is a plus.
• Additional language fluency is a plus.

Responsibilities

• Resolve and respond to client inquiries via the Call Center and online boutique.
• Support calls for the five freestanding boutiques in the Call Center.
• Maintain a monthly answering rate and manage call wait times.
• Process and monitor omnichannel orders in the OMS system.
• Review orders, returns, exchanges with clear client communication.
• Upsell and promote digital appointments to broaden clientele.
• Ensure Salesforce activity is properly managed by the team.

Skills

Retail/Customer service

Clientelling / selling

Microsoft Office

Brand ambassador

Language fluency

Team collaboration

Tools

Salesforce

CRM familiarity

Job description

Client Services & eCommerce Client Advisor, the Americas

Overview

The Client Services & eCommerce Client Advisor, the Americas is the revolving door to our customer service and client needs. They support our region’s online boutique by driving sales, reviewing orders, providing the highest-level of customer service via phone, email, and live chat. This position includes call support for our retail boutiques in the Call Center. The Client Advisor is expected to implement client relationship directives and up-sell product, while ensuring all client correspondences are thoroughly handled. They will be customer focused individual with an ability to work in a fast-paced environment while providing the best customer experience and supporting sales budgets.

The CSE Advisor, the Americas reports into the Client Services & eCommerce Manager, the Americas.

Responsibilities

• Resolve and respond to all client inquiries via the Christian Louboutin Call Center including our online boutique.
• Supporting the calls for the five freestanding boutiques in the Call Center.
• Maintain a monthly answering rate of 82% with a three-minute call wait time.
• Process and monitor Omnichannel orders in our OMS system for boutiques, inclusive to the omni-services: Buy-Online-Pick-Up-in-Store, Pick-Up-in-Store, Return-in-Store, and Try-On-in-Store.
• Review and process orders, returns, and exchanges with a focus on communication and updates to the client.
• Proactively seek opportunities to up-sell, clientele, and infuse the CL selling & product trainings into the customer experience. Actively promote digital appointments to further clientele.
• Notify manager of any clerical issues found on the website and/or client services issues.
• Promote response rate for client surveys; maintain a monthly Net Promotor Score equivalent to our KPIs.
• Display creative problem-solving abilities in accommodating clients’ needs, while remaining in line with company policy and systematic capability.
• Offer knowledgeable and professional styling advice to clients with internal product knowledge and achieve team sales targets by maximizing all customer contact opportunities; attend and actively engage in all trainings (Product Knowledge, Launches…)
• Assist with shipping exceptions, post-purchase support, and any logistic needs on behalf of our clients, ensuring a positive and luxurious experience throughout.
• Confidently provide feedback on the online business to help drive sales growth and client retention.
• Ensure all Salesforce activity is properly delegated and managed by oneself and the team; be an expert with the platform and report any issues or suggestions to your manager.
• Partnering with the Americas Care & Repair team to focus on client after-sales (repairs, spare-parts.)
• Communicate company policy to clients when necessary; observe client confidentiality and company policies for data protection and security.
• Support in the training of new hires and/or interns.

Skills and Requirements

• 1-2 years of experience in Retail/Customer service
• Intermediate selling experience and clientelling
• Proficient in all of Microsoft Office/Suite
• Passion for Christian Louboutin and a true ambassador for the brand with strong sense of responsibility
• Ideal candidate has work experience in medium sized multinational company or luxury business.
• Additional language fluency is a plus
• Adheres to company policy and confidentiality
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity
• Versatile; embraces change and is consistently able to develop and adapt to the needs of the business.
• Driven to learn and grow
• Grasps new concepts quickly, prioritizes efficiently and is organized
• Exceptional customer service skills along with transparent and effective interpersonal, verbal, and written communication skills
• Strong follow up, follow through and attention to detail to ensure deadlines are met

Our Business and our Values:

Christian Louboutin, founded in 1991 in Paris, is a leading global luxury brand for shoes and leather goods for both women and men. Christian Louboutin is also renowned for its iconic red sole, imagined by Mr. Christian Louboutin himself, a year after the creation of the brand. The brand has more than 160 Boutiques in 38 countries featuring the signature shoes such as the iconic pumps, sneakers and loafers alongside the seasonal collections for women, men and accessories. Christian Louboutin imagines collections through a large spectrum of inspirations emanating from his love of Paris, his travels, and his passion for art and craftmanship. 2014 welcomed the launch of Christian Louboutin Beauté with the iconic Rouge Louboutin nail and lip colour.

Our people are at the heart of our brand.

We celebrate individuality and empower our team members to have responsibility, autonomy and creativity within their roles. Our colleagues share the same passion and dedication to our Brand and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity and respect. We have passion – we drive our business with agility, commitment and care. We feel happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We find inspiration in our work – we envision the future with confidence, creativity and freedom.”

The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our above core values. So, if you also share this mindset, these values, and you dream of coloring your soles red as part of the Louboutin adventure, please join us!

In accordance with the New York City Commission on Human Rights and in compliance with the Salary Transparency Law (just in NYC), Christian Louboutin envisions the general compensation range for this position to be $35,000-$40,000 per YEAR. *This range is NOT inclusive of other forms of compensation or benefits such as commissions, overtime, discretionary bonus, health insurance, retirement savings or paid leaves of absence. Such details will be further communicated during the interview process and/or at the time of an official offer of employment.

Your personal data is processed by Christian Louboutin following its legitimate interest to manage applications and ensure the efficiency of its recruitment process. To find out more about the processing of your personal data and your rights, please contact the Privacy team at [e-mail].