Client Care Advisor

Job Description

Overview

Since 1837, Tiffany & Co. has been renowned worldwide as the premier Jewellery destination. Showcasing our heritage of design innovation and outstanding service, Tiffany & Co. is now truly a global brand with operations in the Americas, Asia-Pacific and across Europe.

Bring your sales expertise and passion for managing your own business to Tiffany & Co. As a Sales Professional, you will utilise your client development skills to exceed your individual sales plan and contribute to your store's success.

Be a part of milestones in our customers' lives, represent the Tiffany brand and provide excellence in customer service as a Sales Professional.

Responsibilities

The Client Care Advisor is accountable for providing the highest touch of luxury service. This individual will handle all aspects of the client experience from order receipt to communicating to store for fulfillment, with a special focus on providing sales and customer service guidance to clients via phone, chat or email.

Sales Execution

• Establish strong personal relationships with clients increase sales, meet and exceed sales goals through phone/ chat channels
• Assist customers with merchandise selections using consultative and strategic selling skills in accordance with Tiffany & Co training modules and standards.
• Manage All inbound calls / chats in a timely manner

Customer Service

• Provide a level of service that customer’s value and an experience that distinguishes Tiffany from its competition.
• Create loyalty to the Tiffany brand through consistently high communication quality as measured by VoC. (KPIs include abandon rate, rate of response, user experience etc)
• Resolve order-related issues by liaising between client and internal/external groups (Store/Operations/Merchandising).
• Manage verification of orders for fraud and ensure timely fulfillment.

Administration

• Collect customer data and create a new customer profile or maintaining existing customer profile for updated information
• Complete general administrative tasks on an ad-hoc basis as per business needs, including responding to COMPASS and Client Care emails.
• Responsible for the tracking of ecommerce business activities.
• Maintain and improve results by adhering to standards and guidelines; recommending improved procedure where appropriate

Qualifications

We seek individuals who are passionate about delivering the highest standard of customer service, ensuring we exceed our customer’s expectations while building enduring relationships with them.

In return, you will earn a very competitive salary and receive all the training required to be a high performer. Our store teams are professional, respectful and fun - qualities you will need to display to be successful.

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 and ability to diffuse customer situations independently. Familiarity with website technology, website navigation and terminology associated with internet commerce.

Flexible working availability, including evenings and weekends. Candidates who are bi-lingual (preferably Mandarin) will have an advantage. Proficiency in Point of Sales (POS) systems and Microsoft Outlook/e-mail is preferred. A diploma or university degree and previous gemological experience preferred.

At Tiffany, we believe a diverse workforce makes a difference