Client Services Advisor

Position

The Client Services Advisor will partner with the Client Services Team Lead and Sr. Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team. This role is located in Long Island City, New York (on-site).

Job Responsibilities

• Deliver superior, personalized service to address client inquiries via all available channels.
• Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner.
• Provide qualitative and quantitative feedback to internal teams.
• Foster customer relationships and deliver a positive experience across all omni-channel activities.
• Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience.
• Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations.
• Manage fraud management investigations and analytics.
• Work cross functionally with the retail and after-care teams
• Identify reoccurring customer service patterns to develop a more efficient process.
• Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines.
• Post purchase: assist with return processes, and omnichannel fulfilments.
• Provide estimates and quotes for repairs, shipping and delivery dates as requested.
• Inspect new and used products to determine the requirement for repair.
• Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods.
• Order additional repair parts as needed.
• Go the extra mile to engage customers.
• Responsible for receiving, tracking, label creation, sending orders to clients.

Profile

We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.

Furthermore, we seek:

• Comprehensive understanding of luxury clientele and language
• Ability to work Saturdays.
• Warehouse/Ecommerce back-end systems knowledge a plus
• Be able to follow instructions and adhere to policies and procedures.
• Experience in a related customer service or call center role a plus i.e., in a role that requires resolving issues, diffusing tense situations, and solving complex issues
• Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
• Ability to independently resolve complex and/or escalated situations
• Ability to navigate multiple computer applications and work from a dual monitor
• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
• Strong communication, verbal and analytical skills
• Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
• Ability to take initiative, ownership and accountability
• Pro-active, self-starter
• Preferred experience in Salesforce (commerce and service cloud)
• Proficient in Microsoft Office Suite

LOCATION: Long Island City, Queens, New York