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Client Service Advisor

22-9-2021 | Париж, Франция

Main Responsibilities:

  • Provide assistance to our clients by replying to product, after-sales, corporate, e-commerce enquiries through emails, phone calls and instant messaging in a timely and professional manner demonstrating luxury through service;
  • Assist clients during e-commerce sales with also the ability of cross/upselling;
  • Accurately track client details and requests using CRM systems;
  • Manage directly high-priority and escalated cases as well as relationships with top clients ;
  • Take care of back-office activities for both e-commerce and retail channels;
  • Understand Moncler clients’ needs, experiences and interests in order to improve the client experience;
  • Serve as ‘Voice of the Customer’ across the company and ensure processes, communication, tools are constantly reviewed to meet clients’ expectations;
  • Perform additional tasks upon request.

Requirements:

  • Fluency and sophistication in English is must have;
  • Full professional proficiency in Russian– French Proficiency and any additional languages (as Spanish, German…) are considered a real plus;
  • Previous experience in Retail or in a service and sales-oriented Client Service team in the fashion - luxury industry;
  • Natural flair for dealing with people, empathy and intuition;
  • Action-oriented and drive for results, excellent team player;
  • Proficient with the use of IT systems, both customer service ticketing systems and CRM and windows packages;
  • Experience with e-commerce back-office activities and/or fraud checks is considered a plus.

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