Client Care Advisor
7 days ago
Jersey City
Overview: The E-commerce Client Care Advisor is responsible for delivering exceptional client experience across the entire customer journey. This role focuses on building lasting relationships, anticipating client needs, and providing a personalized, luxury-level experience that fosters loyalty and drives business growth. The ideal candidate is highly motivated, organized, and passionate about customer service. Responsibilities: • Ensures quality customer service outreach is consistent across all platforms and provide clients with appropriate and informative information in a timely manner, • Being accountable and taking ownership of the client's experience from beginning to end, • Provide exceptional customer service to clients via email, social, phone calls, and live chat, with speed and professionalism, • Resolves product or service problems, assist with placing online orders and follow-up on pending orders, • Be adept at dealing with basic client inquiries and assist with converting prospects into sales and problems into solutions, • Establish and develop relationships with clients and drive repeat business to achieve departmental sales goals, • Contribute to maintaining and leveraging the company's CRM platform, Salesforce, • Track and report on a client's experience based on conversations and behaviors, • Proactively engage existing and prospective clients through personalized outreach to drive online sales, • Build long-term relationships with clients by curating recommendations, suggesting complementary items, and sharing new arrivals or promotions., • Identify selling opportunities with new, returning and lapsed clients and strengthen retention., • Responsible for assisting with the eCommerce return process-ensuring returns are processed and refunds to clients are issued in a timely manner Qualifications: • 3-4 years of customer service, retail sales, or clienteling experience, ideally with a luxury brand, • Product knowledge of luxury brands is a plus, • Outstanding written and verbal communications skills, • Passion and creativity for developing client relationships, • Excellent time management skills, • Strong organization skills with attention to detail, • Experience using Salesforce Service Console, Order Management, Call Centers, Sprout Social, Dash, & Microsoft Office Suite