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Doral

    Customer Service Specialist - Doral, United States - fourthFLOOR

    fourthFLOOR
    fourthFLOOR Doral, United States

    2 weeks ago

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    Description

    Our client, a Luxury Fashion Brand, is seeking a Customer Service Specialist to join their team in a Temp-to-Perm capacity in their Miami location. Their ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for the brand during every interaciton.

    Hybrid (4 days in office - 1 day remote)

    TEMP-TO-PERM

    • MUST be fluent in Portuguese, Spanish, AND English
    • Operations/systems experience
    • Retail/Luxury (preferred) Experience

    You will be focused on delivering a high-quality omnichannel service (PRIMARY focus is E-Boutique) that meets the needs and expectations of each of our clients (spanning accorss client satisfaction, sales and after saels/product care inquiries).

    Key Responsibilities:

    • Reach monthly revenue targets for the team by capturing all sales leads and increasing conversion; display strong selling skills and establish a relationship to close sales
    • Achieve operational excellence by handling all inbound calls, emails and chat in a timely manner
    • Strive for the highest level of client satisfaction by engaging clients in a professional manner and ensuring their needs are met
    • Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry
    • Become a brand expert by seeking new brand and product knowledge
    • Answer a wide variety of customer inquiries, including product information, stock availability, product care, etc
    • Efficiently navigate the internal client management tools to properly track client inquiries and capture customer data (CRM) with the objective of building an up-to-date client database for appropriate follow-up, on-going outreach and fostering relationships
    • Provide on-going administrative support to ensure clear processes are established, systems and tools are running efficiently and new systems are identified to digitalize and automate as many elements related to the client service experience
    • Identify on-going opportunities to enhance and optimize the various contact channels
    • Activate a robust client outreach and corporate gifting program to drive incremental sales

    Requirements

    • Experience in eCommerce, especially in the luxury retail sector preferred
    • Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook)
    • Proficiency related to a call center environment with understanding of SAP, Salesforce and other similar client services and CRM tools
    • Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
    • Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients
    • Quick learning who can absorb extensive information on our brands history, product offerings and communications/advertising program
    • Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools
    • Excellent verbal and written communication skills
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