Client Care Advisor

Description

The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
• Are you passionate about client service & experience? 
• Do you love making a difference? 

The Client Care Advisor is responsible for delivering luxury best-in-class client experience across multiple contact channels, by listening to each client’s personal needs and addressing it through an elevated and authentic approach. This individual will be responsible for achieving and exceeding client service goals and commercial sales targets.

Responsibilities

Client Services 

• 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 live chat channels.

Sales Execution 

• Demonstrate and share with clients Brand presentation, storytelling, and product knowledge.
• Communicate with passion and authenticity, use elevated verbal and written language, embodying the Tiffany brand in every client interaction.
• 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.

Operations

• Complete general administrative tasks on an ad-hoc basis as per business needs, including responding to COMPASS and Sales Service emails and Ecommerce orders processes.
• Resolve order-related issues by liaising between client and internal/external groups (Warehouse/Operations/Merchandising).
• Manage verification of orders for fraud and ensure timely fulfillment.

Qualifications

• Proficiency in both Mandarin and Cantonese is required.
  • This role supports the Hong Kong, Macau, and Taiwan markets and involves regular verbal and written communication with Mandarin and Cantonese speaking clients and business stakeholders. 
• High 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.

Preferred

• Tertiary Qualification