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Client Advisor, Client Services

Louis VuittonKuala Lumpur, Kuala Lumpur, Malaysia

30+ hari lalu

Penerangan pekerjaan

Louis Vuitton Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Louis Vuitton Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Build sound knowledge of clients during interactions via the various channels on the platform, to ensure a personalized interaction and ultimately establish a credible rapport.
Achieve our day-to-day operational requirements within the established objectives and standards (and not limited to) :
Contact handling across omni-channels
75% on inbound
Clientelling
Service SLAs
Service Standards (e.g. Quality & Voice)
Productivity
Compliance regulations (including but not limited to handling of personal information)
Actively supports all new product launches, marketing campaigns and any other initiatives that drive
Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established.
Adopt the required strategy to deliver expected targets are met in terms of sales and client experience; by :
Discovering our clients to understand their needs and
Recommending relevant products to each client
Cross-selling and upselling
Outreach to clients; daring to propose silhouttes using tools such as
Address general and product-specific inquiries from our clients and provide clear and concise information as needed.
Use tools and resources to identify and anticipate client needs, in a commitment to deliver a one- point contact resolution.
Track all clienteling activities using the ICON app to communicate with clients, build relationship, and convert.
Handle and resolve client’s queries, requests, and feedback (including complaints) promptly and professionally, using the expected service language. Escalate to Team Manager as required.
All complaints, including those resolved during the call, must be shared with both Team Manager and Client Experience Manager; to provide an opportunity for the Client Services team to learn and consistently improve.
Well-versed on the operational guidelines and processes
Ensure that collectively as a team we achieve our Post-Call survey targets; or any other quality metrics consistently.
As a brand ambassador, represent the brand in a professional manner that builds on client
Have a sound understanding of our products and services to better fulfill clients
Actively seek for the latest and most updated information relative to luxury lifestyle trends and other luxury brands’ product and services, to be able to support and understand the needs of our clients and their expectations.
Strives to leave the client with a positive client experience after every call

Job responsibilities

Operational Excellence

Build sound knowledge of clients during interactions via the various channels on the platform, to ensure a personalized interaction and ultimately establish a credible rapport.

Achieve our day-to-day operational requirements within the established objectives and standards (and not limited to) :

Sales targets

Contact handling across omni-channels

75% on inbound

25% outbound (i.e. outreach calls)

Clientelling

Service SLAs

Service Standards (e.g. Quality & Voice)

Productivity

Compliance regulations (including but not limited to handling of personal information)

Actively supports all new product launches, marketing campaigns and any other initiatives that drive

Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established.

Adopt the required strategy to deliver expected targets are met in terms of sales and client experience; by :

Discovering our clients to understand their needs and

Recommending relevant products to each client

Cross-selling and upselling

Outreach to clients; daring to propose silhouttes using tools such as

Address general and product-specific inquiries from our clients and provide clear and concise information as needed.

Use tools and resources to identify and anticipate client needs, in a commitment to deliver a one- point contact resolution.

Track all clienteling activities using the ICON app to communicate with clients, build relationship, and convert.

Handle and resolve client’s queries, requests, and feedback (including complaints) promptly and professionally, using the expected service language. Escalate to Team Manager as required.

All complaints, including those resolved during the call, must be shared with both Team Manager and Client Experience Manager; to provide an opportunity for the Client Services team to learn and consistently improve.

Well-versed on the operational guidelines and processes

Service Excellence

Ensure that collectively as a team we achieve our Post-Call survey targets; or any other quality metrics consistently.

As a brand ambassador, represent the brand in a professional manner that builds on client

Have a sound understanding of our products and services to better fulfill clients

Actively seek for the latest and most updated information relative to luxury lifestyle trends and other luxury brands’ product and services, to be able to support and understand the needs of our clients and their expectations.

Strives to leave the client with a positive client experience after every call

Other Duties

Undertake project work and other reasonable duties as requested by the

Back of House Duties, such as, product receiving, checking of product condition, order processing, packing, shipping and etc.

Profile

As a Client Advisor, Client Services, you will anticipate and manage the enquiries from our clients and through appropriate clienteling, meet their needs through relevant product recommendations and upselling.

Our clients will engage via an omni channel platform where the Client Advisor is expected to deliver exceptional client experience whilst developing a trusted and connected relationship with them. The Client Advisor will be expected to be resourceful and develop relevant solutions to clients by utilizing relevant resources to fulfill their queries and purchases.

Reference LVM29373

Seniority level

Not Applicable

Employment type

Full-time

Job function

Consulting, Information Technology, and Sales

Industries

Retail Apparel and Fashion, Retail Luxury Goods and Jewelry, and Retail

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Client Advisor • Kuala Lumpur, Kuala Lumpur, Malaysia