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    Client Experience Associate - New York, United States - LVMH

    LVMH
    LVMH New York, United States

    1 week ago

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    Description
    Poste

    WHAT WE HAVE TO OFFER:

    The Client Experience Associate will partner with the CX Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team.

    YOUR RESPONSIBILTIES:
    • Deliver superior, personalized service to address client inquiries via all available channels
    • Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner
    • Provide qualitative and quantitative feedback to internal teams
    • Foster customer relationships and deliver a positive experience across all omni-channel activities
    • Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience
    • Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations
    • manage fraud management investigations and analytics
    • Work cross functionally with the retail and after-care teams
    • Identify reoccurring customer service patterns to develop a more efficient process
    • Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines
    • Post purchase: assist with return processes, and omnichannel fulfilments
    Profil

    We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor's Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.

    Furthermore, we seek:
    • Comprehensive understanding of luxury clientele and language
    • Ability to work Saturdays
    • Warehouse/Ecommerce back end systems knowledge a plus
    • Be able to follow instructions and adhere to policies and procedures
    • Experience in a related customer service or call center role a plus i.e. in a role that requires resolving issues, diffusing tense situations, and solving complex issues
    • Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
    • Ability to independently resolve complex and/or escalated situations.
    • Ability to navigate multiple computer applications and work from a dual monitor.
    • Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
    • Strong communication, verbal and analytical skills
    • Strong sense of teamwork, ability to multi-task, and manage priorities with ease
    • Ability to take initiative, ownership and accountability
    • Pro-active, self-starter
    • Preferred experience in Salesforce (commerce and service cloud)
    • Proficient in Microsoft Office Suite
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