Ecommerce Client Services Advisor

About Prada Group

Established in Italy in 1913, the Prada Group stands as a global leader in the luxury sector with brands like PRADA, Miu Miu, Church's, and Car Shoe operating across more than 45 countries. With a workforce representing over one hundred nationalities, the Group has recently expanded into the food sector through the acquisition of Pasticceria Marchesi 1824, maintaining its hallmark high-quality standards. Additionally, Prada actively invests in the contemporary art scene through ongoing projects.

Role Purpose

The Ecommerce Client Services Advisor will be a vital member of the Client Services call center team, offering assistance to omnichannel clients of Prada and Miu Miu in the Americas region by handling communications via calls, chat, and email.

Key Responsibilities

• Manage customer inquiries including complaints, post-sale support, product availability, and merchandising questions.
• Consistently aim to surpass call center performance metrics while delivering superior client service.
• Adopt a client-first culture, fostering excellent customer experiences.
• Represent the Group’s Client Service team with a high luxury service standard.
• Effectively utilize CRM tools to support clients through multiple channels such as phone, email, live chat, social media, and SMS.
• Build authentic, long-term client relationships by tailoring experiences at every interaction.
• Deliver accurate and timely responses to clients, explaining solutions and ensuring they feel valued and supported.
• Identify and act upon upselling opportunities.
• Assist customers with all post-purchase concerns including delivery, returns, repairs, and refunds.
• Resolve order issues expediently and professionally by liaising with boutiques and concessions.
• Practice attentive listening, verify details, and manage escalations smoothly when needed.
• Execute client retention and engagement strategies.
• Collaborate with the Team Lead and Client Service Manager for escalating incidents appropriately.
• Balance inbound and outbound communications to facilitate sales, develop relationships, and conduct virtual appointments.
• Consistently aim to meet and exceed sales goals and key performance indicators.
• Maximize online sales through direct communication and remote selling campaigns.
• Embrace an omnichannel approach by providing various and accessible shopping and communication options including phone, email, live chat, and video.
• Proactively suggest new initiatives and participate in enhancement projects to boost sales and service quality.
• Exemplify brand knowledge, storytelling abilities, and product expertise when engaging customers.

Required Knowledge and Skills

• Previous experience in call center roles or as a client advisor within luxury retail.
• A genuine enthusiasm for building personalized customer connections to drive sales.
• Outstanding client service skills, including active listening, professional verbal and written communication, and a courteous phone demeanor.
• Strong understanding of company products, services, and policies.
• Proficient with CRM platforms and comfortable multitasking across various computer systems.
• Ability to pose insightful questions and calmly defuse difficult situations.
• Effective time management and sound decision-making abilities.
• Adaptability and a strong sense of responsibility.
• Fluency in English, both spoken and written; additional languages such as Spanish, Portuguese, or Italian are advantageous.
• Willingness to work flexible hours, including extended shifts during peak periods.
• Availability to work onsite in the office four to five days per week.

Company Culture and Inclusion

Joining Prada means engaging in a dynamic and creative international workplace backed by a team driven by curiosity and excellence. The company values the talent and passion of its employees, fostering their professional development. Prada Group is committed to creating an inclusive environment, ensuring equal opportunities for all candidates regardless of gender, ethnicity, sexual orientation, disability, or any other personal traits. Diversity is considered an asset and is actively promoted to maintain a respectful and fair workplace.

Compensation

This position offers an hourly wage ranging from $25.00 to $28.00, which annualizes to approximately $52,000 to $58,240. Candidates may also be eligible for bonuses and other incentives. Actual salary is determined based on the candidate’s knowledge, skills, and relevant experience.