Rolex Fifth Avenue Flagship Virtual Client Advisor

Tourneau|Bucherer; New York (NY); On-site; USD 33,000 - 39,000; Full time

Job summary

Tourneau|Bucherer is seeking a Virtual Client Advisor to support cross-functional interactions with our Rolex Fifth Avenue Flagship location. You will ensure extraordinary client experiences across in-store and digital touchpoints, acting as an ambassador for our brand, products, and values.

Responsibilities include handling client inquiries across channels, scheduling appointments, and leveraging CRM to deliver timely, accurate support.

Qualifications

• Exceptional client centricity through active listening and superior communication skills.
• Ability to navigate multiple client inquiries across channels with professionalism.

Responsibilities

• Maintain excellent verbal communication with clients about Rolex brand and services.
• Schedule, confirm and adjust in-store client appointments.
• Use CRM to support client interactions and track inquiries.
• Respond to client inquiries via email, phone, chat and social media.
• Diffuse escalations professionally and maintain client satisfaction.
• Collaborate with store and corporate teams to meet service metrics.

Job description

The Virtual Client Advisor supports the cross-functional interactions with the retail store and corporate departments to include but not limited to digital, ecommerce, service etc. It is the Client Advisor’s mission to ensure every client experience is exceptional and exceeds expectations. Client Advisors are the true “ambassadors” of our brand, our products, and our values. This role will support the Rolex Fifth Avenue Flagship location.

Job Responsibilities

• Maintaining excellence in verbal communication with clients calling in to inquire about the Rolex brand and the services offered in-store.
• Providing direct support to schedule, confirm and adjust in-store client appointments.
• Utilize the client relationship management system (*CRM) while providing client(s) support
• Responding to all incoming client inquiries, via multiple platforms such as email, phone, online chat, social media channels
• Embrace a culture that is client centric
• Engage in a manner that drives client retention and increases client engagement
• Respond timely, efficiently and accurately to clients, offer and explain possible solutions, to ensure the client(s) feels valued and appreciated
• Work to resolve client issues quickly and in a professional matter by communicating with store location team members and corporate partners as necessary
• Engage in active listening with all forms of outreach from clients, confirming or clarifying information and diffusing escalated situations, as needed
• Understand and strive to exceed metrics while providing excellent and consistent Client Service
• Develop collaborative, positive working relationships with all company team members in retail and corporate
• Knowledgeable and resourceful support for customer inquiries about products and brands
• Articulate concisely company policies to client(s)

Qualifications

• Exceptional client centricity through active listening, and elevated verbal and written communication skills, professional phone voice
• Confidence
• Understanding of company products, services, and policies
• Computer, phone and overall technological systems fluency
• Strong typing, writing skills
• Ability to ask inquisitive questions and diffuse escalated situations
• Ability to work under high pressure and remain calm and collected in fast paced environment
• Fluency in multiple languages may be helpful
• Flexibility in availability for work schedule; must be available to potentially work evenings, weekends, and holidays when needed
• Strong home internet connection is required
• Minimum (2) two years’ retail experience, preferably in luxury goods/fashion environment

Compensation Range: $24 - $28/hour

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.