Client Care Advisor (Line Ambassador)

Key Accountabilities

Sales Execution:

• Demonstrate and share with clients Brand presentation, storytelling, and product knowledge.
• Initiate proactive, elevated, and relevant product recommendations for the client to drive conversion and satisfaction.
• Meet and exceed commercial goals and track omni-channel business activities.

Customer Service:

• Deliver elevated, positive, and high-energy client experience aligned with Tiffany core Brand values and integrity.
• Consistently deliver luxury outstanding service to resolve client issues as effectively as possible and with empathy. Escalate issues diligently to ensure a prompt and client-centric resolution.
• Get to know the clients and make a personal connection, collect relevant information that will support longer-term relationship building.
• Display expertise in a multi-system, multi-tasking environment to manage calls, emails and LINE processes and assist clients in their purchase journey both online & offline.

Operations and Social Media:

• Support Regional team for the evolution of the Line Official Account, starting with Line Shopping and coordinate with the Communication and Retail Excellence team to get alignment on project rollout.
• Complete general administrative tasks on an ad-hoc basis as per business needs, including responding to COMPASS and Sales Service emails.
• Resolve order-related issues by liaising between client and internal/external groups (Warehouse/Operations/Merchandising) and manage verification of orders for fraud and ensure timely fulfillment.
• Support the Communication team at both local and regional level in designing relevant and engaging Social Media content.
• Coordinate local campaign needs in collaboration with Communication team.

Qualifications

• Higher School Certificate or Equivalent.
• Previous customer service experience in retail or call center environment.
• Strong verbal and written communication skills.
• Possess excellent problem-solving skills.
• Ability to handle calls objectively, when speaking with customers who may be irate, and ability to diffuse customer situations independently or under the guidance of a coordinator or supervisor.
• Familiarity with website technology, website navigation and terminology associated with internet commerce.
• Flexible working availability, including evenings and weekends.
• English proficiency written, Oral