Client Services Representative

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Christian Dior Couture Full time

Job Summary

We are seeking a highly motivated and experienced Client Services Advisor to join our team at Christian Dior Couture. As a Client Services Advisor, you will be responsible for providing exceptional customer service to our clients, resolving issues efficiently, and exceeding planned KPIs.

Key Responsibilities

  • Provide inbound customer/Retailer response service via telephone, email, social media, and letter correspondence.
  • Adopt a highly professional approach to the resolution of customer issues in all instances and via different media.
  • Promote and enhance positive customer relationships by using a pleasant, courteous, and professional manner incorporating core brand values and marque integrity at all times.
  • Ensure that all customer contacts are dealt with in line with Dior and departmental policies and processes.
  • Seek to improve own and colleagues' customer relationships to ensure that customer service levels are acknowledged to be 'premium' both within and outside the Company.
  • Use innovative approaches to customer concern resolution and ensure new ideas with resultant successful resolution of issues are communicated within the team and department.
  • Ensure accurate information is input to the Diorlink & other systems and that updates to the SCRM database are initiated as appropriate.
  • Ensure accurate data is included for statistics and workload analysis.
  • Develop an excellent working relationship with the Dior network.
  • Authorize good will up to specific criteria.

Requirements

  • Strong experience in delivery of luxury customer service
  • Strong communication skills, both written and verbal
  • Strong sales negotiation skills
  • A highly motivated, energetic, and inspirational team player
  • Clear demonstration of a Customer First mind-set
  • Ability to identify opportunities for improvements
  • Able to work on multiple tasks and deliver results to agreed schedules
  • Fluent in English, Cantonese, Mandarin, other languages will be an advantage
  • Office expert & excellent writing
  • Salesforce knowledge

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